Director, Client Engagement, North America

Rimini Street

7d•Remote

About The Position

Rimini Street, Inc. is seeking a Director, Client Engagement to significantly grow and retain business with existing clients in North America. This role will lead a team of 5-7 Client Engagement Managers, responsible for managing, retaining, and growing the company's support footprint within its client base while exceeding aggressive goals for client retention and growth. The ideal candidate will be relentlessly client-focused, have 15+ years of experience leading high-performance teams and selling technology solutions to large enterprise customers, including software support, Application Management Services (AMS), other Managed Services, and Professional Services. The Director, Client Engagement will oversee the Client Engagement Managers, driving revenue growth per client through solution selling across all Rimini Street services, support, and products. Responsibilities include developing overall client retention strategies, implementing improvements to increase client satisfaction, cultivating client relationships, and securing reference clients and success stories. This role involves collaboration with various internal teams to develop client expansion strategies, including plans for high-risk renewal clients. The candidate should have a proven track record in existing client sales, contract expansion, client retention, solution selling, pipeline building, closing business, and leading a "farmer" sales team. An entrepreneurial spirit and a proven track record of sales excellence, client focus, and leading teams that consistently meet or exceed sales quotas are essential. The role requires a passion for winning and the determination to pursue the market opportunity within the existing client base.

Requirements

10+ years of experience selling enterprise software and services, and building new markets or businesses in start-up environments or international enterprise software companies.
5+ years of experience in post-sales customer-facing roles (Account Management, Customer Success, or equivalent).
5+ years in a sales leadership or equivalent role with a proven track record of team building to drive strong sales results against target plans.
5+ years of experience selling technology services including software Support, Managed Services, and/or Professional Services.
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 these 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.
Demonstrated results in leading cross-functional teams to execute projects and corporate initiatives and meet broad business goals.
Proven experience in team-selling, as over 50% of this role will entail selling with direct reports and helping them develop, manage, and close sales deals.
Aptitude and experience to manage a team of quota-bearing Client Engagement Managers across multiple regional locations.
Sales management experience in the corporate market and Enterprise markets with a focus on selling to Enterprises larger than $1B in annual revenues.
Bachelor's degree or equivalent required.

Nice To Haves

Experience in Oracle and/or SAP markets and ERP software ecosystems is desirable.
Masters or MBA desirable.

Responsibilities

Lead, mentor, and manage a team of 5-7 Client Engagement Managers to consistently overachieve revenue targets.
Develop and execute account plans to grow and expand Rimini Street support and products within the team's client base by identifying and closing cross-sell opportunities.
Guide clients through full Rimini Street services and support adoption and expansion using a Solution Selling approach.
Collaborate with marketing teams to drive a coordinated Go-To-Market approach for account-based marketing.
Ensure client sales and renewal activities are updated and tracked in Salesforce.com.
Work closely with the Renewals Sales team, pre-sales technical resources, Product Line Managers, Service Delivery leaders, and other internal teams to retain clients and secure renewals.
Identify renewal risks in advance and collaborate on strategies to address issues and secure renewals, coupled with expansion opportunities.
Meet or exceed annual retention targets by expanding the company's footprint within the client's IT estate, adding services, or cross-selling solutions.
Manage overall relationships with existing clients to create a positive client experience, ensuring full service adoption and high client satisfaction.
Maximize customer value from Rimini Street offerings, ensuring deployment and use of all entitled services and products.
Maintain strategic alignment with clients, develop client-specific plans, and work in partnership to drive achievement and full portfolio adoption.
Leverage client relationships for prospect references, success stories, video testimonials, and quotes.
Grow, nurture, and maintain executive relationships within the Engagement Manager's client base.
Keep clients informed about the full Rimini Street service offering portfolio, processes, and tools, staying current with innovations.
Serve as the voice of the customer, sharing insights to help evolve and improve Rimini Street’s offerings.
Collaborate with Global Support Delivery (GSD) teams to ensure high-quality service delivery, operational efficiency, and customer satisfaction.
Ensure SLAs are met, deliverables are completed on time, and clients receive full value from contracted products and support.
Oversee client escalations, monitor progress, and advocate for successful client resolution.
Manage margins at the deal level and provide suggestions to improve overall profit margin for the team's assigned clients.