Sr. Engagement Manager, North America

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 Sr. Engagement Manager (SEM), North America to grow, retain, and nurture clients within the Retail, Logistics, Transportation industries. The role will report directly to a Director of Client Engagement, North America.  The SEM 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 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 Sr. Engagement Manager (SEM) to significantly grow and retain our business with existing clients in North America, our largest Theatre. The SEM will be responsible for expanding each assigned client in their book of business by identifying and closing cross-sell opportunities, securing client and contract renewals, ensuring a successful client experience with service delivery and high client satisfaction and referenceability.

The ideal candidate will be relentlessly client-focused, have 10+ years’ experience 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 SEMs 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 right candidate will have an entrepreneurial spirit and a proven track record of sales excellence, client focus, and 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 and Responsibilities

Expanding Accounts by Identifying and Closing Cross-Sell Opportunities

• Create awareness and demand for Rimini Street services and products within your assigned book of business with the support of field marketing and your own outreach.
• Develop qualified leads by identifying opportunities through direct prospecting, lead follow-up, networking, and collaboration within your assigned client base.
• Establish a strong & trusted relationship with clients as their technology advisor to understand their goals, problems, and needs which drives business outcomes.
• Contribute, guide, and enable your clients’ strategic vision, and their understanding of how Rimini Street’s solutions address their business needs.
• Use company-provided assets to create or customize compelling sales presentations, messages, positioning statements, and other sales collateral.
• Utilize effective Social and Digital selling strategies and tools (LinkedIn, LinkedIn Sales Navigator or similar) to maximize opportunities via Social Networking platforms.
• Update and track all opportunities, and client activities in our Salesforce CRM tool.  Leverage Clari or similar sales efficiency tools to help manage and report on your opportunities.
• Develop and execute an account plan to grow and expand Rimini Street support and products within your assigned book of business by identifying and closing cross-sell opportunities that profitably grow the business.
   

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 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 assigned clients within each client’s contract(s).
   

Professional Experience and Qualifications

Education

Bachelor's degree or equivalent required, Masters or MBA desirable.

Experience

• The ideal candidate will have 5+ years working with prospects and clients with the Retail, Media and Entertainment industries.
• 10+ years of experience in customer-facing roles in technology companies across Sales, Renewals, Account Management and/or Consulting, working on enterprise software applications and infrastructure solutions.
• 5+ years of experience selling technology services including software Support, Managed Services and/or Professional Services.
• 5+ years of experience in post-sales customer-facing roles - Account Management, Customer Success or equivalent roles.
• 2+ years of experience selling Application Management Services (AMS).
• 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.
• Experience in Oracle and/or SAP markets and ERP software ecosystems is desirable.
• Demonstrated results in leading cross-functional teams to execute projects and corporate initiatives and meet broad business goals.
   

Qualifications and Skills

• Customer-centric sales approach and a passion for helping customers address issues and focus on improving their core business.
• A track record of managing and growing top clients in the enterprise technology space.
• Demonstrated ability to combine strong analytical skills, qualitative analysis and people skills to solve complex business issues.
• Strong leadership, exceptional attitude and spirit, and the ability to establish consensus across functional groups, and with client executives.
• Excellent interpersonal skills, and the ability to build and maintain strong relationships.
• Proven record of producing high-quality deliverables and results, on-time.
• Ability to influence and direct cross-functional groups in dotted-line relationships and matrixed organizations.
• Strong communication skills, verbal, writing and presentations.
• Strong time management and organizational skills.
• Willingness to embrace change and adapt in a rapidly evolving, fast-moving market and company.
• Demonstrated success building and reinforcing a unique and creative culture that is team-oriented and collaborative.
• Leading by example. Working hard with a willingness to get involved in whatever needs to be done.

Education

Bachelor's degree or equivalent required, Masters or MBA desirable.