Job Description

Position Description

The Sales and Business Operations Director, Global Client Engagement (GCE) is responsible for supporting the operations functions of an expanding global client satisfaction centric organization. This team of Account Managers and their leaders are tasked with ensuring that our clients maximize the ROI of their Rimini Street Partnership as measured by client satisfaction, client retention, and intelligently expanding our presence in the account. The successful candidate will be a hands-on, roll-up your sleeves individual that has a very strong work ethic, is well organized, responsive, analytically skilled, a strategic thinker, detailed oriented and quality minded with 10 years+ in support of a software support and recurring revenue business.

With a constant focus on process improvement and operational efficiencies, specific areas of responsibility include:

Developing and Implementing Policies and Procedures
Adoption and deployment of Tools and Best Practices
Analytics, Auditing and Reporting
Supporting role in Systems Implementation
Territory Planning and Management
Contract and Client Lifecycle Administration
Compensation Plans and Administration
Accurate and Timely Forecasting
Line of Business P&L Management

As a part of the Account Management Team, you will be involved in all business issues, strategies, planning and reporting relating to the Global Client Engagement organization including operational metrics and benchmarks, budgets, go to market strategy and implementation, and compensation plan modeling and administration.

As the internal voice of the Global Client Engagement Team you will manage cross-departmental needs including acting as the liaison

between Other Lines of Business, Corporate Sales and Marketing, Service Delivery, IT, Renewal Sales, Finance and Legal departments, and ensure alignment and integration, manage deliverables and facilitate effective communications.

Essential Duties and Responsibilities

Responsible for developing, deploying and maintaining account management enablement tools, policies and procedures, client data repository; and providing general operational support (SME/Helpdesk)
Drive successful deployment and adoption of our CRM tool (Salesforce.com) and Business Intelligence platform for the Global Client Engagement organization, ensure data accuracy and completeness, and work with CRM and BI administrators to enhance and optimize CRM and BI utilization
Analyze client data and key performance metrics, including renewal and upsell pipelines, forecast, wins/losses, attainment, and generate reports and presentations for senior management and other external organizations
Drive operational improvements for the Account Management organization and cross-organizational processes
Provide regular and ad hoc business reporting utilizing Qlik and other similar BI tools
Develop, deploy, manage, and administer sales compensation plans
Key liaison to interface with Renewal Sales and Global Support Delivery
Supports GVP Global Client Engagement with other operational tasks and projects as needed, including periodic presentations for Board, Investors and other internal audiences

This is a high-level individual contributor role, residing in or near HQ in Pleasanton, CA, reporting jointly to the Vice President of WW Revenue Operations and to the GVP Global Client Engagement

Internal candidates domiciled outside of Pleasanton who are subject matter experts with several years of relevant RSI experience may be considered.

Qualifications/Skills/Experience

Minimal Qualifications

Education

Bachelor and/or master’s degree, or equivalent in Business or related field
Professional certifications (Chartered Accountant, Certified Accountancy given some preference)
10+ years of career growth in a similar role

Experience

Minimum 10+ years of operations experience in the software and services industry
Detailed understanding of client engagement processes, reporting, procedure automation, and incentive compensation required
Excellent English speaking and writing skills
This is a WW role with resources spread across the globe. We expect a high degree of sensitivity to cultural and ethnic diversity.
Track record of scaling business growing rapidly from $250M USD to $500M+ USD

Skills

Start-up and rapidly expanding company operational experience strongly preferred
Self-confident with ability to work with and influence senior management
Very strong work ethic and team player with a positive “do what it takes” attitude
Deep understanding and hands-on skills working with Salesforce.com (SFDC CRM Application)
Strong aptitude for utilizing Business Intelligence tools such as Qlik Callidus Cloud Compensation System, Tableau, Adaptive, amongst other tools.
Strong problem solving, organizational and collaboration skills
Demonstrated strong verbal, written, interpersonal communication skills
Meticulous in detail, strong organizational and problem-solving skills
Able to look at large volumes of data and identify trends, articulate your findings, and recommend corrective actions
Proven track record for collecting and analyzing ambiguous data, and translating into business insights for presentation to senior management
Advanced proficiency in Microsoft Excel (including pivot tables, building macros and report writing in Visual Basic), Salesforce.com, and Qlik
Proficiency in MS Word, MS PowerPoint

Desired Qualifications

Outstanding analytical skills, business acumen
Excellent written, oral and presentation skills
Strong proficiency in MS Office products with particularly strong Excel and PowerPoint capabilities
Familiarity with Finance and Accounting principles

Valid through: 3/6/2021