Rimini Street, Inc

  • Sr. Client Engagement and Retention Manager

    Job Location US-CA-Pleasanton
    Job ID
  • Job Description

    Rimini Street Inc. (Nasdaq: RMNI) is a global provider of enterprise software support products and services, and the leading thrid-party support provider for Oracle and SAP software products. The Company was founded to disrupt and redefine the enterprise software support market by developing innovative new products and services, providing ultra-responsive service and delivering outstanding value to clients.


    We actively seek a Sr. Client Engagement and Retention Manager resident in our Pleasanton, CA office.


    Rimini Street views all of our employees as partners, and is committed to providing an exciting, participatory and team-oriented work environment. In addition to our very competitive compensation packages, be prepared for challenging professional growth and fun along the way!


    Position Summary


    The ideal candidate will build a best-in-class customer marketing program that drives deep customer relationships and expansion. This position will be responsible for developing and continually refining the customer engagement strategy to increase revenue, reduce churn, win back lapsed clients and make significant impact to customer engagement and retention.  This person will be responsible for evaluating the effectiveness of engagement, loyalty and retention programs and ensuring integration across all customer touch points. You will need to lead and motivate the stakeholders required to make great customer programs successful.


    This position reports to the Director of Client Marketing



    Essential Duties & Responsibilities

    • Map and optimize the end-to-end customer experience and develop strategy to proactively identify, win back and retain those customers
    • Identify opportunities to increase loyalty, cross-sell, upsell, referral and retention across products, customers segments and regions
    • Manage client communications calendar and identify opportunities to engage customers at key points in their lifecycle driving an improved client experience
    • Partner closely with Demand Gen and Sales Development to build out and continually enhance global lead gen efforts and tactics related to cross selling additional solutions to the install base
    • Creation and implementation of enhanced and automated customer segmentation campaigns that deliver a more personalized engagement plan
    • Support multivariate and A/B tests and analysis to help deliver exceptional customer experiences
    • Excellent creator of value based content and communications to drive awareness and adoption of new services and solutions (including blog posts, eBooks, campaign playbooks, webinars and other customer facing resources)
    • Provide regular reviews of reports, dashboards and analysis covering KPI impact to customer lifetime values, retention/churn rates, and client revenue/repurchase analysis
    • Implement loyalty program testing and measurement plans, monitoring and continually assessing the overall health of the program and opportunities for growth
    • Be an expert storyteller with the ability to effectively communicate through a wide spectrum of content – service updates to value based narratives to in-person engagement
    • Ability to navigate organizational boundaries and work with internal stakeholders in various roles across the customer lifecycle




    • Bachelor’s Degree required



    • Pleasanton, CA


    • 8-10 years’ experience in a B-to-B organization, ideally in customer engagement, retention and loyalty programs capacity
    • Skilled in lifecycle marketing strategy and execution; thorough understanding of online and offline touch points throughout the customer lifecycle
    • Demonstrated experience designing, building and effectively executing integrated marketing campaigns that drive customer engagement and loyalty, and have contributed to pipeline growth
    • Can easily take concepts and conversations and turn them into various forms of consumable content to support customer facing interactions
    • Results orientated with strong problem solving and analytical skills


    Desired Skills and Experience

    • Understanding of value drivers in a recurring revenue business model
    • Self-starter who can work well as part of a team but also define and execute their own initiatives
    • Organizational skills, initiative, ability to prioritize and manage multiple tasks and adhere to deadlines, a strong attention to detail and work ethic
    • Proficiency using applications such as Salesforce.com, Marketo, PowerPoint, Excel
    • Excellent verbal communication, writing and editing skills
    • High level of self-motivation with accountability and confidence to work both independently, across marketing and other cross-functional teams across the globe
    • Adaptability and flexibility to change as the nature of our work and assignments evolve to meet changing business needs and deadlines for our clients
    • Ability to present creative ideas in a concise, professional manner


    Company Description

    Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software products and services, and the leading third-party support provider for Oracle and SAP software products. The company has redefined enterprise software support services since 2005 with an innovative, award-winning program that enables licensees of IBM, Microsoft, Oracle, SAP and other enterprise software vendors to save up to 90 percent on total support costs. Clients can remain on their current software release without any required upgrades for a minimum of 15 years. Over 1,330 global Fortune 500, midmarket, public sector and other organizations from a broad range of industries currently rely on Rimini Street as their trusted, third-party support provider.


    The company is widely recognized by clients, leading industry analysts (including Gartner, Forrester, Constellation Research and Nucleus), and financial analysts as the leader in a large, fast growing market with tremendous upside and an extremely strong value proposition that resonates with CIOs and CFOs. With tight IT budgets and flat global economic growth, IT and procurement professionals are actively looking for proven methods to cut costs while improving service. Rimini Street enables organizations to free up budget for strategic business initiatives by delivering savings of up to 90 percent on total maintenance and support costs.


    Be Treated Like the Best

    • Rimini Street hires only the best – and provides the compensation, bonus and benefit programs appropriate for proven top-performing professionals. We want our employees to have an opportunity to share in the financial success that results from our dedication to service excellence, high-quality deliverables and an unparalleled client experience
    • No bureaucracy, thousand-page rule books or politics — just everyone working together to build a great company through service excellence and client success
    • Work hard, play hard environment – Rimini Street is a group of hard-working professionals who are passionate about achieving success, but we also enjoy opportunities to meet up at fun company events
    • We are also passionate about giving back to our communities around the world, with plenty of opportunities for volunteering and charity through the Rimini Street Foundation
    • All Rimini Street professionals are encouraged to grow and learn new skills


    Accelerating Company Growth

    • Trading on Nasdaq: RMNI
    • Over 1,450 active clients, including 85 of the Fortune 500 and Global 100
    • 47 consecutive quarters of sequential revenue growth
    • 2017 Q3 revenue results of $53.6 million, a quarterly increase of 32% year over year


    Recent Industry Recognition

    • Listed as a 2017 Top Workplace in the Bay Area by the Bay Area News Group
    • Named an Inc. 5000 company for the seventh consecutive year, and recognized as one of America’s fastest-growing private companies with three-year revenue growth of 172%
    • Honored with 11 Stevie Awards in 2017, including 5 awards for delivering excellence in customer service
    • Received 7 Golden Bridge awards including Technology Company of the Year



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


    Rimini Street is committed to creating a diverse 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 and protected veterans status or any other characteristic protected by law.


    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.


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