Position SummaryWe are actively seeking a
Customer Engagement Programs Director to join the Global Client Engagement Programs and Operations team. This individual contributor is responsible for designing, operationalizing, and driving adoption of enterprise-wide customer success programs that drive retention, expansion readiness, and executive engagement across Rimini Street's global customer base.
This role does not manage individual customer accounts. Instead, it enables account managers by creating and managing repeatable, high-impact programs that improve consistency, predictability, and customer outcomes. The role will report directly to the VP of Operations. Qualified candidates can work remotely in the U.S.
Essential Duties & Responsibilities - New tools/platform roll out (ex Certinia)
- Highspot site management
- $M + Renewal Tiger Team and Proposals
- Design and manage global Customer Success programs, including renewal success, executive engagement, and value realization.
- Enable the CSMs through playbooks, templates, and frameworks to ensure success in cross sell, renewal initiatives and building and management of executive relationships defining program objectives, success metrics, workflows, and governance.
- Serve as data steward for CRM Contact and Account Management contacts, working with Field to ensure accuracy and completeness across the most important personas.
- Support the global NPS Survey program on behalf of the Office of the Chief Client Officer.
- Provide oversight for reporting of KPIs and metrics for Customer Success Operations.
- Align with the Renewals team to engage the Chief Client Officer where necessary, providing solutions and messaging to proactively preserve the Rimini Street relationship.
- Support the Office of the Chief Client Officer in situations of client concerns and escalations with ability to develop internal and external management-level communications.
Education - Bachelor's degree, MBA preferred
LocationRequired Qualifications- 8+ years of experience in Customer Success Programs, CS Operations, or related roles
- Exceptional project management skills and disposition to provide solutions to new issues.
- Strong CRM experience with the Salesforce platform.
- Experience with Customer Success Platforms such as Certinia or Gainsight is a plus.
- Proven ability to design and manage cross-functional programs.
- Strong executive presence, communication, organization, and stakeholder management skills.
Preferred Qualifications- Experience in enterprise software, IT services, or managed services-direct Oracle & SAP program experience is highly preferred
- Familiarity with both named and pooled CSM account models
- Experience supporting renewal and expansion motions
- Background in executive engagement or client marketing programs
Travel- Low travel, possibly one trip a quarter (potential for international travel)
- Work hour flexibility is a must due to nature of the globally dispersed organization
The general salary range for this type of role is 143k - 178k depending on skills and experience. The actual compensation offered will ultimately be based on several factors such as: a candidate's location, and the level of applicable skills and professional experience. Rimini's target pay for each position is available upon request during the applicant's Interview process.
Benefits for US employees include:
- Medical, Dental, and Vision insurance
- Disability insurance
- Paid Parental Leave
- 401(k) program
- Generous Paid time off (PTO)
