VP, Client Engagement, North America

Rimini Street

4d•$300,000 - $400,000•Remote

About The Position

Rimini Street is seeking a VP, Client Engagement, North America to own the client lifecycle across their North America installed base. This role ensures clients receive measurable value from Rimini Street while expanding adoption of their full services portfolio. The leader will be accountable for client experience, retention, renewal health, executive engagement, value realization, advocacy, and cross-sell growth across existing enterprise accounts. This is a quota-carrying role, responsible for owning the North America Renewals and Cross sell quotas. The VP will lead Directors of Client Engagement and Senior Engagement Managers responsible for delivering a consistent, high-quality customer experience; identifying renewal and satisfaction risks early; building trusted executive relationships; and creating disciplined cross-sell motions that grow Rimini Street’s share of wallet. Working cross organizationally and closely with Sales, Renewals, Global Service Delivery, Marketing, Product Line Management, and the Office of the Chief Customer Officer, this leader will ensure clients achieve business outcomes, adopt contracted services, understand the broader Rimini Street portfolio, and become long-term advocates.

Requirements

15+ years of experience in enterprise software, technology services, customer success, account management, or client-facing revenue leadership roles, ideally within global enterprise software or high-growth services environments.
8+ years of leadership experience managing customer-facing, quota-bearing, account management, customer success, or client engagement teams, with a proven track record of building teams that deliver retention, growth, and customer outcome targets.
Significant experience in post-sales customer-facing roles, including Account Management, Customer Success, Client Engagement, Renewals, or equivalent roles with direct ownership of client outcomes and commercial performance.
5+ years of experience selling technology services including software Support, Managed Services and/or Professional Services.
Experience driving renewals, retention, adoption, customer value realization, and expansion of recurring support and services contracts within complex enterprise accounts.
Track record of outstanding customer and revenue achievement, including meeting or exceeding retention, renewal, cross-sell, account growth, customer satisfaction, and advocacy goals.
Experience managing deals, client accounts and/or portfolios to meet expense and margin targets.
History of identifying and developing executive relationships with clients, partners, industry analysts and press, and to leverage relationships for references, marketing assets, events and interviews.
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 coaching teams through strategic account planning, executive engagement, renewal strategy, pipeline creation, cross-sell opportunity development, and complex deal execution.
Experience managing customer-facing teams across multiple regions or verticals, with focus on enterprise clients, complex stakeholder environments, and accounts larger than $1B in annual revenues.
Strong customer experience leadership, executive presence, exceptional attitude and spirit, and the ability to establish consensus across functional areas, leadership teams, and clients.
Customer-centric and commercially disciplined approach with a passion for helping customers achieve business outcomes while identifying responsible opportunities to expand Rimini Street’s value.
A track record of managing, retaining, and growing top enterprise clients through executive engagement, account planning, value realization, and cross-functional execution.
Demonstrated ability to combine analytics, client health indicators, qualitative insights, and relationship intelligence to solve complex business issues and prioritize customer growth opportunities.
Excellent interpersonal skills, and the ability to build and maintain strong relationships.
People management skills to hire, train and retain a talented team.
Project management skills on large, multi-faceted projects.
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.
Bachelor's degree or equivalent required, Masters or MBA desirable.

Nice To Haves

Location within commuting distance of one of our Regional hubs is highly desirable, or near a major city, as frequent travel will be required across the theatre, primarily in the US and Canada.
Experience in Oracle and/or SAP markets, other ERP software ecosystems and VMware is desirable.
AMS and Professionals Services Sales Experience is also highly desirable.

Responsibilities

Hire, develop, and lead a world-class customer experience and client growth organization responsible for client satisfaction, value realization, adoption, retention, renewals, advocacy, and cross-sell growth across existing enterprise accounts in North America.
Hire, train, and mentor Directors of Client Engagement who will lead teams of Senior Engagement Managers focused on strategic account planning, executive relationship development, value-based customer conversations, cross-sell best practices, advocacy, and long-term renewals.
Own customer experience outcomes and retention performance across the North America installed base ensuring clients recognize the full value of their Rimini Street relationship.
Actively manage accounts to identify at risk clients through health, satisfaction, renewal, delivery, and relationship indicators; collaborate with Regional leadership, Service Delivery, Renewals, and executive sponsors to develop and execute retention plans in order to achieve quarterly and annual renewal targets.
Grow revenue with existing clients by building disciplined cross-sell pipeline, coaching teams through opportunity creation and execution, and meeting or exceeding quarterly cross-sell and expansion targets.
Work closely with internal partners including Sales, Renewals, Product Line Managers, Marketing, Office of the Chief Client Officer, and Service Delivery to align client experience, renewal strategy, adoption priorities, cross-sell motions, and operational delivery standards.
Develop scalable cross-sell programs and account planning disciplines across the portfolio, including Application Management, Professional Services, Managed Services, security, interoperability, and other emerging offerings.
Create and continuously improve the operating model, cadence, tools, reporting, and processes that increase customer satisfaction, improve renewal predictability, and scale installed-base growth.
Build a strong base of referenceable clients, success stories, executive advocates, and client proof points that support retention, cross-sell, pre-sales efforts, market outreach, and customer community engagement.
Drive growth, value realization, and partnership with the largest and most strategic clients, ensuring executive alignment, active engagement, portfolio awareness, and full recognition of Rimini Street’s value.
Ensure client communications, executive business reviews, success plans, escalations, and follow-up actions are timely, accurate, outcome-oriented, and aligned to the right customer stakeholders.
Own performance reporting and business reviews for customer experience, retention, renewal risk, pipeline creation, cross-sell attainment, client advocacy, and team execution; deliver clear action plans to leadership and key stakeholders.
Provide detailed and timely status reporting to management on client health, renewal outlook, cross-sell pipeline, forecast confidence, strategic account progress, and key risks requiring executive support.
Provide ongoing feedback and improvement suggestions to Sr. Sales Management and the Office of the Chief Client Officer.