Director, Client Engagement

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® company, is a global provider of end-to-end enterprise software support, products and services, the leading third-party support provider for Oracle and SAP software, and a Salesforce® and AWS partner. In 2005, Rimini Street reinvented enterprise software support to deliver a better support experience and drive significant savings on total maintenance costs. Today, the Company delivers superior service experiences, at scale, centered on client success to enable enterprise software licensees to extract more value from their enterprise software investments, invest in innovation, create competitive advantage and enable growth. Over 5,500 global Fortune 500, midmarket, public sector and other organizations from a broad range of industries have leveraged Rimini Street as their trusted provider for support and managed service solutions.

We are actively seeking a Director, Client Engagement, North America.  The role will report directly to VP, Client Engagement, North America.  The Director, Client Engagement will be based in the US and may work from a remote office, location within commuting distance of one of our Regional hubs is desirable, or near a major city as occasional travel will be required to your assigned team and associated client base, primarily in the US and Canada.  

Position Summary 

As Rimini Street continues to evolve and scale our company to $1B/year in revenue, we are seeking a Director, Client Engagement to significantly grow and retain our business with existing clients in North America, our largest Theatre. The CED, leading a team of 5-7 Client Engagement Managers, will be responsible for helping manage, retain, and grow our footprint of support within our client base while exceeding Rimini Street’s aggressive goals for client retention and growth. The Sr. Director, Client Engagement will hire, train and lead this team as part of Rimini Street’s continued expansion. 

The ideal candidate will be relentlessly client-focused, have 15+ years’ experience leading high performance teams and selling technology solutions to large enterprise customers, with experience selling a range of technology services including software Support, Application Management Services (AMS), other Managed Services and Professional Services.  Successful CEDs must have demonstrated ability to leverage successful core offerings with an existing installed base to grow sales of new and emerging services in a multi-offering portfolio. 

The Director, Client Engagement is responsible for overseeing the Sr. Client Engagement Managers by delivering growing revenue per client within the client base with solution selling across all Rimini Street services, support, and products.  This individual will also be responsible for overall client retention strategies, and relentlessly implementing people, process and system improvements and innovations that will increase client satisfaction today and tomorrow, cultivating client relationships, securing reference clients and success stories. The CED will work with Client Engagement Managers, Industry Line VPs, Product Line VPs, Sales Leadership, and the Renewal Sales teams to develop detailed client expansion strategies including plans for high risk renewal clients. 

This candidate will have a track record of success in existing client sales & contract expansion, client retention, solution selling, building pipeline, closing business, and leading a “farmer” sales team.  The right candidate will have an entrepreneurial spirit and a proven track record of sales excellence, client focus, and leading teams which are consistently meeting or exceeding sales quotas.  Strong candidates must have a passion for winning and the determination to relentlessly pursue the huge market opportunity available to Rimini Street within our client base.  

Essential Duties & Responsibilities 

Leadership, Team Development, Account Expansion by Solution Selling and closing Cross-Sell Opportunities 

• Support the VP, Client Engagement by growing, mentoring, and leading a subset of the region’s Client Engagement Manager team 
• Hire, onboard, train/develop, and manage a team (5-7 individual contributors) of successful client engagement executives that consistently overachieve their monthly, quarterly, and annual revenue targets 
• Ensure the success of direct reports, from the time of hire, working closely with corporate support functions to supplement and support their direct efforts. 
• Develop and execute an account plan exceeding quarterly quota targets to grow and expand Rimini Street support and products within your Client Engagement Manager team by identifying and closing cross-sell opportunities to profitably grow your business. 
• Guide clients through full Rimini Street services and support adoption and expansion through a Solution Selling approach  
• Prepare and provide weekly sales & renewal forecasts to the VP, Client Engagement 
• Day to day collaboration with the marketing teams to drive a coordinated Go-To-Market approach to deliver account based marketing   
• Ensure that client sales & renewal activities are updated, current and tracked in Salesforce.com 

Client Retention and Contract Renewals 

• Work closely with the Renewals Sales team, pre-sales technical resources, Product Line Managers, Service Delivery leaders, and other internal teams as needed to retain clients and secure renewals of all existing recurring-revenue contracts. 
• Identify renewal risks far in advance of contract expiration dates and collaborate with internal teams on strategies and proposals to address issues and generate alternatives to secure renewals, coupling with additional opportunities for client expansion, to retain and grow within your client base. 
• Hold responsibility for meeting or exceeding annual retention targets, making up for Renewal losses and decreases in contract values by expanding our footprint in the client’s IT estate, adding additional services or cross-selling our other solutions. 

Account Management and Client Satisfaction 

• Manage the overall relationship with our existing clients to create a positive client experience resulting in full service adoption and high client satisfaction. 
• Maximize the value customers receive from Rimini Street offerings, ensuring that customers deploy and use all the services and products they are entitled to. 
• Maintain strategic alignment with clients, develop client-specific plans and goals, and work in partnership with clients to drive achievement and full portfolio adoption of Rimini Street supported products and services. 
• Leverage client relationships for prospect references, success stories, client video testimonials, quotes, and other marketing assets.   
• Grow, nurture, and maintain executive relationships within your Engagement Manager’s client base. 
• Help clients stay up-to-date on the full Rimini Street service offering portfolio, processes and tools, staying current with innovations and changes in people, process and systems. 
• Serve as the voice of the customer and share insights about customer use cases and issues to help evolve and improve Rimini Street’s offerings.

Oversee Service Delivery and Manage Margins 

• Work collaboratively with the Global Support Delivery (GSD) teams to ensure delivery of all services and products with high quality, excellence, and operational efficiency to consistently produce high customer satisfaction, retain clients, and meet expense and margin goals. 
• Work closely with our Onboarding, Service Delivery, Product Delivery and all Rimini Street teams to ensure that SLAs are met, deliverables are completed on-time, and clients are receiving full value from their contracted product and support contracts according to our contracted Scope of Work. 
• Assure client escalations are appropriately managed within our escalation system and team, monitor progress, and advocate for successful client resolution.   
• Manage margins at the deal level (for new contracts) and provide suggestions to improve overall profit margin for your team’s assigned clients within each client’s contract(s).  

Professional Experience & Qualifications 

Education

• Bachelor’s degree, Masters preferred; open to equivalent work experience

Experience 

• 10+ years’ experience selling enterprise software and services and "building new markets or businesses" either in start-up environments or working for international enterprise software companies. 
• 5+ years of experience in post-sales customer-facing roles - Account Management, Customer Success or equivalent roles. 
• 5+ years in a sales leadership or equivalent role with a proven track record of team building to drive strong sales results against target plans. 
• 5+ years of experience selling technology services including software Support, Managed Services and/or Professional Services. 
• Experience selling Services and Solutions for existing software products. 
• Ability to identify and develop executive relationships with clients, partners, industry analysts and press, and to leverage relationships for references, marketing assets, events and interviews. 
• Track record of outstanding Sales achievement, consistently meeting or exceeding quota, growing client accounts, and making annual Sales or President’s Club. 
• Experience managing deals, client accounts and/or portfolios to meet expense and margin targets. 
• Proven track record in helping clients leverage their IT solutions to meet business objectives. 
• Demonstrated results in leading cross-functional teams to execute projects and corporate initiatives and meet broad business goals. 
• Rimini Street is a Team selling environment.  Should have proven experience in team-selling, as over 50% of this role will entail selling with direct reports and helping them develop, manage and close sales deals. 

Why Rimini Street?

We are looking for talented, passionate people to help us build our future at Rimini Street. We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you.

Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs: 

• Company
  • We dream big and innovate boldly.  

• Colleagues
  • We work with extraordinary people who create a culture of mutual respect and collaboration. 

• Clients
  • We relentlessly pursue solutions that help clients achieve their goals. Our unmatched client care is rooted in our passion for exceptional service. 

• Community 
  • We believe in leaving the world a better place than we found it. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 425 charities.

Accelerating Company Growth

• Nasdaq-listed under ticker symbol RMNI since October 2017 
• Over 5,500 signed clients, including over 180 of the Fortune 500 and Global 100 companies
• Over 2,000 team members in 23 countries
• US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here: https://www.riministreet.com/company/awards/ 

Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law. 

To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com 

Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources.  Unsolicited resumes will be ineligible for referral fees.