Customer Engagement Programs Director

🕒 April 23

🇺🇸 United States – Remote

💵 $143k - $178k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Rimini Street

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

🏢 Enterprise

☁️ SaaS

🔐 Security

Enterprise • SaaS • Security

Rimini Street is a global leader in enterprise software support and services, providing end-to-end support solutions for mission-critical systems. The company specializes in reducing support costs, filling technology skills gaps, and providing strategic roadmap guidance to extend the life of ERP investments and enable business growth. With offerings that include managed and professional services, security solutions, interoperability, and compliance services, Rimini Street supports widely-used enterprise software such as Oracle, SAP, Salesforce, Microsoft, and more. By leveraging its extensive in-house engineering talent, Rimini Street offers clients unparalleled support, ensuring high satisfaction levels and cost savings.

📋 Description

• New tools/platform roll out (ex Certinia) • Highspot site management • $M + Renewal Tiger Team and Proposals • Design and manage global Customer Success programs, including renewal success, executive engagement, and value realization. • Enable the CSMs through playbooks, templates, and frameworks to ensure success in cross sell, renewal initiatives and building and management of executive relationships defining program objectives, success metrics, workflows, and governance. • Serve as data steward for CRM Contact and Account Management contacts, working with Field to ensure accuracy and completeness across the most important personas. • Support the global NPS Survey program on behalf of the Office of the Chief Client Officer. • Provide oversight for reporting of KPIs and metrics for Customer Success Operations. • Align with the Renewals team to engage the Chief Client Officer where necessary, providing solutions and messaging to proactively preserve the Rimini Street relationship. • Support the Office of the Chief Client Officer in situations of client concerns and escalations with ability to develop internal and external management-level communications.

🎯 Requirements

• 8+ years of experience in Customer Success Programs, CS Operations, or related roles • Exceptional project management skills and disposition to provide solutions to new issues. • Strong CRM experience with the Salesforce platform. • Experience with Customer Success Platforms such as Certinia or Gainsight is a plus. • Proven ability to design and manage cross-functional programs. • Strong executive presence, communication, organization, and stakeholder management skills.

🏖️ Benefits

• Medical, Dental, and Vision insurance • Disability insurance • Paid Parental Leave • 401(k) program • Generous Paid time off (PTO)