Customer Engagement Programs Director

Overview of Rimini Street, Inc.

Rimini Street, Inc. is a globally recognized provider of end-to-end enterprise software support and managed services. The company operates under the Nasdaq ticker RMNI and is included in the Russell 2000® list. As a leader in third-party support for major software systems like Oracle, SAP, and VMware, Rimini Street offers innovative solutions to assist clients in managing, customising, and optimising their enterprise applications.

Position Summary

The role of Customer Engagement Programs Director is crucial to the company's Global Client Engagement Programs and Operations team. This position is an individual contributor role focusing on designing, operationalising, and promoting customer success programs that enhance retention, prepare for expansion, and foster executive engagement across the company's global customer base. Importantly, this position does not manage individual customer accounts but empowers account managers by establishing repeatable programs that yield high impact in customer outcomes. The Director will report directly to the VP of Operations.

Key Responsibilities

The responsibilities associated with this role include:

• Designing and managing global Customer Success programs that include renewal strategies, executive engagement, and value realization.

• Creating playbooks, templates, and frameworks to assist Customer Success Managers (CSMs) in succeeding with cross-sell and renewal initiatives.

• Serving as a data steward for CRM Contact and Account Management contacts, ensuring accuracy and completeness across pivotal personalities in the organization.

• Supporting the global NPS Survey program on behalf of the Chief Client Officer and overseeing reporting for KPIs and metrics related to Customer Success Operations.

• Collaborating with the Renewals team to proactively manage customer relationships and providing necessary communication in challenging scenarios to preserve customer satisfaction.

Required Qualifications

To qualify for this role, candidates need:

• At least 8 years of experience in Customer Success Programs, CS Operations, or a related position.

• Exceptional project management skills and an inclination towards proposing solutions for emerging challenges.

• Proficiency in CRM platforms, with a strong preference for experience with Salesforce.

• Familiarity with Customer Success Platforms like Certinia or Gainsight would be advantageous.

  

• Demonstrated ability to design and manage cross-functional programs effectively.

• Strong executive presence, excellent communication skills, and adept stakeholder management capabilities.

Preferred Qualifications

Candidates with the following will have an edge:

• Experience within enterprise software, particularly in IT services or managed services, with a preference for direct experience with Oracle or SAP.

• Knowledge of both named and pooled CSM account models.

• Background in executive engagement or client marketing programs.

Location and Travel

This position is fully remote within the U.S., offering candidates the flexibility to manage their hours, which is essential, given the nature of the globally dispersed organization. Minor travel may be required, potentially just one trip per quarter, which can include international travel.

Company Culture

At Rimini Street, values play a key role in creating an engaging workplace. The company's ethos is encapsulated in four core values known as the 'Four Cs': 1) Company - focus on innovation, 2) Colleagues - fostering a collaborative work culture, 3) Clients - prioritizing solution provision for client goals, and 4) Community - maintaining a commitment to bettering the world through charitable efforts.

Salary and Benefits

The salary for the Customer Engagement Programs Director role is competitive, ranging from $143,000 to $178,000. Salary is contingent upon various factors, including the candidate's location and applicable skills or experience. Rimini Street provides a comprehensive compensation and benefits package, including:

• Medical, Dental, and Vision insurance
• Disability insurance
• Paid Parental Leave
• A robust 401(k) program
• Generous Paid Time Off (PTO)

Conclusion

Rimini Street, Inc. fosters an inclusive environment and is an Equal Employment Opportunity employer. All qualified candidates will be given consideration without discrimination. They are eager to recruit talented individuals who align with their values and can contribute positively to the team. The company emphasizes the impact of their work and is dedicated to achieving meaningful results at every organizational level.

This job offer was originally published on himalayas.app