Rimini Street, Inc

  • Director, Global Client Engagement - Brazil

    Job Location BR-SP-São Paulo
    Job ID
    2018-4802
  • Job Description

    Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software support products and services, and the leading third-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 a Director, Global Client Engagement (GCE) for our ORACLE and/or SAP product lines in our Sao Paulo, Brazil 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 in our work hard, play hard corporate environment.

     

     

    Position Summary

     

    The Director, Global Client Engagement (GCE) is responsible for a successful client experience ensuring service adoption, positive client satisfaction, client retention and continued contract renewal, and management of all assigned enterprise clients.  This position reports to Reporting to the Vice President of Global Client Engagement.

     

    The Director, Global Client is responsible for overall client retention strategy, and relentlessly implementing people, process and system improvements and innovations that will increase client satisfaction today and tomorrow, streamline the retention process, assuring client satisfaction and retention, acquiring reference clients and stories, and uncovering cross-sell opportunity across all products globally. They will work with GCE team leadership, Enterprise Account Managers (EAMs), product line VPs, sales, and the renewal sales team to develop client retention strategy plans for high risk renewal clients.

     

    The Director, Global Client is responsible for assisting in the recruiting and hiring of the Client Engagement team.  As well training and managing such team.  The Director, Global Client will also provide leadership and mentoring to their EAM teams to ensure successful resolutions for client escalations, onboarding issues, and any other issues that may arise.  The goal is 100% client satisfaction with Rimini Street Support Services.

     

    The Director, Global Client will provide guidance to EAMs on executive relationship strategies and communications and will work with GCE team leadership and their EAM teams to continually increase and nurture our executive client relationships.

     

    Essential Duties & Responsibilities

     

    • Hire, develop and lead a world class, global Client Engagement team responsible for delivering customer success, adoption, positive customer satisfaction, successful risk mitigation, increased renewals, and cross-sell opportunity across all enterprise accounts world wide
    • Manage an assigned book of strategic accounts
    • Responsible for meeting or exceeding the  annual retention target and bringing together all resources necessary to facilitate client retention
    • Work closely with internal leadership partners to ensure that performance, operational and service delivery standards are being met for clients
    • Identify at risk clients and collaborate with GCE leadership, service delivery and renewal sales leadership developing retention strategies to retain clients
    • Responsible for improving the enterprise client management process with innovations in people, process and systems
    • Provide pre-sales  assistance for the sales organization 
    • Ensures that EAM team maintains up-to-date enterprise client information in Salesforce.com 
    • Drives and monitors pipeline for client retention and identifies risk areas, needed escalations, and solutions
    • Assure client communications and escalations are performed on time, sufficiently and accurately
    • Provide detailed and timely status reporting to all management as requested
    • Secure client referenceability and drive client participation in select marketing programs and events
    • Identify and nurture executive client relationships
    • Identify and propose enterprise client management innovations and improvement opportunities

    Location

    • Sao Paulo, Brazil

     

    Qualifications/Skills/Experience

    Education

     

    • Bachelor and/or Master’s Degree in Business, Finance, Computer Science or related field, or equivalent experience

     

    Experience

     

    • 15+ years account management and/or consulting experience working with enterprise ERP applications, including strong client management experience
    • 10+ years Oracle or SAP enterprise ERP application implementation and/or upgrade project management experience
    • 5+ years team management experience
    • Demonstrated, proven track record in helping clients leverage their IT solutions to meet business objectives
    • Application implementation and/or upgrade software experience with Oracle or SAP applications
    • Extensive experience in project management, including knowledge of project management  tools, techniques, methodologies

     

    Skills

     

    • Project management
    • People management
    • Strong analytical and problem solving skills
    • Excellent organizational, communication, interpersonal, relationship building skills
    • Ability to work well in a cross-functional, matrix management environment
    • Expertise using common project management tools: e.g. MS Project, Visio, Excel and PowerPoint
    • Strong English verbal and written communication skills

     

    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, Salesforce, SAP and other enterprise software vendors to save up to 90 percent on total maintenance costs. Clients can remain on their current software release without any required upgrades for a minimum of 15 years. Over 1,700 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, and to date, the company has saved organizations over $3 billion in maintenance 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 since October 2017
    • Added to the US Russell 2000® Index in 2018
    • Over 1,700 active clients, including 98 of the Fortune 500 and Global 100
    • 2018 Q3 revenue results of $62.6 million, a quarterly increase of 17% year over year
    • Supports client operations in 119 countries

     

    Recent Industry Recognition

    • Received 33 awards in total in 2018, including 23 awards for excellence in customer service from the International Stevie Awards, the American Stevie Awards, and the Stevie Awards for Sales & Customer Service
    • Honored with three Company of the Year awards in 2018, including two gold Stevie awards
    • Made the 2018 list for Bay Area Top Places to Work
    • The Rimini Street Foundation recognized with a Golden Bridge award in 2018 for Corporate Social Responsibility Program 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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