Client Success Associate

Client Success Associate

This remote role sits at the intersection of client success, logistics, and IT asset disposition, supporting enterprise customers throughout the technology retirement lifecycle. You'll help ensure devices move efficiently through collection, processing, data destruction, resale, and recycling while maintaining complete chain-of-custody visibility. The position combines customer support, account coordination, reporting, documentation, and compliance responsibilities. You'll work closely with Client Success Managers and customers to resolve issues, provide timely updates, and keep programs running smoothly. Because the work involves data-bearing devices, accuracy, organization, and attention to data-security and environmental requirements are essential. The ideal candidate is proactive, highly responsive, comfortable managing multiple priorities, and confident working with operational data. This is an opportunity to contribute directly to strong customer experiences while developing expertise in a specialized technology and sustainability-focused environment.

Accountabilities

• Create and configure new loads or batches in the company's platform on behalf of assigned customer accounts.
• Monitor loads throughout the processing lifecycle, from receipt and sorting through data sanitization or destruction, resale, and recycling, identifying and escalating delays.
• Manage smaller customer accounts or specific programs within larger accounts, serving as the primary day-to-day contact.
• Monitor inbound shipments against service-level expectations and follow up on lost, delayed, or incomplete deliveries.
• Respond promptly to end-user questions regarding shipping labels, box kits, pickups, and other routine service requests.
• Train customer contacts on submitting pickups, creating loads, navigating platform functionality, and interpreting status reports.
• Provide guidance on certificates of destruction and recycling, processing timelines, reporting, and other routine customer inquiries.
• Support Client Success Managers with account recaps, quarterly business review materials, and other customer-facing documentation.
• Research and help resolve billing or invoice discrepancies for assigned accounts.
• Maintain accurate account notes, activity records, and documentation within the CRM.
• Ensure certificates of data destruction and recycling are generated accurately and within required timelines.
• Maintain device-level handling and tracking records consistent with applicable R2v3 and e-Stewards standards.
• Support internal and customer-facing audits by providing complete, accurate, and readily retrievable device-tracking information.
• Escalate operational, compliance, customer, or shipment issues promptly and proactively work toward resolution.

Requirements

• 2–3 years of experience in customer service, customer support, client success, or a related function.
• At least 2 years of experience in IT asset disposition (ITAD), IT services, electronics recycling, logistics, or a closely related industry.
• Comfortable working with Microsoft Excel or comparable spreadsheet tools, including organizing and reconciling operational data.
• Highly responsive and customer-focused, with a strong commitment to timely communication and follow-through.
• Excellent organizational skills and strong attention to detail, particularly when reconciling serial numbers, shipment records, device information, and documentation.
• Ability to manage multiple accounts, tasks, and priorities while maintaining accuracy and service quality.
• Strong problem-solving skills and a proactive approach to finding solutions, including coordinating with internal and external stakeholders when needed.
• Excellent written and verbal communication skills, with the ability to communicate effectively by phone, email, and in person.
• Strong ownership and follow-through, with a commitment to resolving pending actions and responding to customer requests promptly.
• Ability to work independently in a remote environment while collaborating effectively with Client Success, operations, logistics, and compliance teams.
• Familiarity with data-security, chain-of-custody, recycling, or environmental compliance processes is highly valuable.

Benefits

• Fully remote work opportunity in the United States.
• Opportunity to work at the intersection of client success, logistics, technology, data security, and responsible electronics recycling.
• Exposure to enterprise-level IT asset disposition programs and complex customer operations.
• Opportunity to develop specialized knowledge in ITAD processes, chain-of-custody management, compliance, and technology lifecycle services.
• Collaborative environment focused on customer service, operational excellence, integrity, and continuous improvement.
• Opportunity to work alongside experienced Client Success and operational professionals.
• Remote work flexibility and the ability to contribute to a growing, technology-enabled organization.
• Equal employment opportunity and consideration for qualified candidates regardless of protected characteristics.