VP, Client Engagement, Global Service Delivery

Rimini Street Newark , NJ 07101

Posted 3 weeks ago

Job Description:

Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software products and services, the leading third-party support provider for Oracle and SAP software products and a Salesforce partner. The Company was founded to disrupt and redefine the enterprise software support market by developing innovative new products and services, providing ultra-responsive service and delivering outstanding value to clients. Over 1,850 global Fortune 500, midmarket, public sector and other organizations from a broad range of industries currently rely on Rimini Street as their trusted, third-party support provider.

The company is widely recognized by clients, leading industry analysts (including Gartner, Forrester, Constellation Research and Nucleus), and financial analysts as the leader in a large, fast growing market with tremendous upside and an extremely strong value proposition that resonates with CIOs and CFOs.

We actively seek a VP, Client Engagement, Global Service Delivery. This role will spend approximately 50% of the time at the client site in the greater New York or Greater New Jersey area of the United States, and approximately 50% of the time visiting other client sites and working with service delivery teams across the United States and other countries such as Brazil.

Rimini Street views all employees as partners, and is committed to providing an exciting, participatory and team-oriented work environment. In addition to our very competitive compensation packages, be prepared for challenging professional growth and fun along the way in our work-hard, play-hard corporate environment.

Position Summary

The Vice President, Client Engagement, Global Service Delivery will be the primary owner responsible for the successful delivery and execution of all service activities for one or more large, complex contracts for one or more named clients. The clients will be utilizing a wide variety or Rimini Street services and this role will require the successful, integrated delivery of services by a variety of Rimini Street teams.

The role is accountable for meeting revenue and revenue growth targets; achieving margin targets; achieving profitability targets; recruiting and leading a cross functional team of engineers, developers, and administrators; achieving service level agreement targets; meeting client satisfaction objectives; delivering all required reporting and analytics for both Rimini Street internally and the clients; and achieving and maintaining a successful client engagement that generates strong client advocacy and referenceability in the marketplace.

The role is also responsible for building, maintaining and growing strong client relationships at all levels of the client organization and achieving "trusted business partner" status, from the client's C-Suite to the engineering teams we are partnered with to deliver our services successfully. This role will proactively work with the client to identify and continually re-validate their current and changing business objectives, priorities and directions and apply this critical knowledge to design, implement and evolve the account management and execution strategy.

The successful candidate will be a hands-on, roll-up your sleeves individual that has a very strong work ethic, is client-centric in thinking and approach, is well organized, analytically skilled, a strategic thinker, strong leader, detailed oriented and quality minded. The candidate will have extensive executive level interaction experience as well as hands on experience delivering Application Managed Services (AMS) for large enterprise software companies or systems integrators. Experience should also including delivery of consulting and development services, client management and success, project management, and team recruiting, staging and management. This individual must be an excellent communicator at all levels of a client organization.

Essential Duties & Responsibilities

As a hands-on leader of a large, diverse team based around the world, duties and responsibilities include, but are not limited to, the following:

  • Overall leadership and responsibility for Rimini functions with client, including onboarding, client engagement, and service delivery

  • Ensure all financial targets are achieved (revenue, margin, profitability, and retention)

  • Provide ongoing proactive client management through regular business reviews, executive engagement, and regular client communications

  • Foster positive relationships with the client as their primary point of contact for Rimini Street services

  • Understand client's business goals and technology strategy as it impacts the systems engagement

  • Drive the most value from their current software solutions by providing strategies to help them remain on their existing application releases for as long as it makes sense for their business

  • Create account plans, retention strategies and conduct regular reviews with client to secure current and evolving client data

  • Identify and develop executive relationships and leverage these relationships for executive references, marketing assets, and analyst interviews/events

  • Build loyalty, create advocacy, ensure renewals and expand the Rimini Street support footprint within the client

  • Ensure a high level of client satisfaction by completion of deliverables within specified time, cost, quality, and contract parameters

  • Ensure full and complete governance model defined and executed

  • Lead team of Rimini Street resources in the United States and other countries such as Brazil as required

  • Build and lead management structure to support the client

  • Work closely with the global support team to ensure excellent and seamless service for the client

  • Drive a "one hand to shake" engagement concept with the client

  • Project manage consulting and other project work that the client desires

  • Develop a deep understanding of client's process and procedures and define a plan for Rimini Street to work effectively with the client

  • Drive proactive resolution to all client issues, ultimately aiming to improve support outcomes that focus on root-cause analysis and resolution

  • Drive all proactive AMS and other tasks in an effective and timely manner, develop process to automate where possible

  • Work with HR to achieve recruiting, hiring, resource planning, and retention goals for the team

  • Develop and execute a governance model with client including all required and agreed upon reporting, meetings, reviews, etc.

  • Be a proactive contributor to a support organization which is running 24x7x365, that requires the ability to work flexible hours, including evenings, weekends and holidays as necessary, and requires the commitment to monitor emails and notifications regularly outside standard business hours

  • Provide in-depth knowledge of SAP architecture, technology and applications



  • Ideally New Jersey/New York area


  • Bachelor's degree or equivalent experience required (Masters or PhD preferred)

Required Qualifications, Skills & Experience

  • Minimum 15+ years of service delivery operations, service delivery management, client management and successful experience in the the Application Managed Services space for SAP products

  • Minimum 10+ years of leadership experience with SAP implementations, upgrades and software operations for large enterprises and including experience with full development and full QA lifecycle processes

  • Ability to legally work in the United States, meet United States government and Rimini Street background, security clearance qualifications and requirements, and submit to ongoing compliance checks as requested and required for the role

  • Valid passport and ability to obtain travel visas to each country where visits and work required to carry out the duties of the role

  • Problem solver, team leader, relationship builder and strong communicator

  • Ability to execute at an executive level and build relationship across all levels of a client organization, including C-Suite

  • Extensive knowledge of software support and development strategies, tools, technologies and processes

  • Detailed understanding of and experience with financial planning, budget management and operational reporting

  • Successful project management experience in similar engagement sizes and roles

  • Self-confident, articulate and the ability to work with and influence both Rimini Street and client senior management

  • Ability to build and maintain strong relationships at all levels of the client organization, and gain trust and confidence as a strategic, trusted partner

  • Very strong work ethic and team player with a positive "can do" and "do what it takes" attitude

  • Strong problem solving, organizational and collaboration skills

  • Outstanding analytical skills and strong ability to interpret and present concise key findings and recommendations to achieve stated goals

  • Ability to work closely with software development teams to ensure adherence to functional specifications and to work with QA team to develop high level test plans and test strategies

  • Excellent written, oral and presentation skills

Company Description

Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software products and services, and the leading third-party support provider for Oracle and SAP software products. The Company has redefined enterprise software support services since 2005 with an innovative, award-winning program that enables licensees of IBM, Microsoft, Oracle, Salesforce, SAP and other enterprise software vendors to save up to 90 percent on total maintenance costs. Clients can remain on their current software release without any required upgrades for a minimum of 15 years. Over 1,700 global Fortune 500, midmarket, public sector and other organizations from a broad range of industries currently rely on Rimini Street as their trusted, third-party support provider.

The company is widely recognized by clients, leading industry analysts (including Gartner, Forrester, Constellation Research and Nucleus), and financial analysts as the leader in a large, fast growing market with tremendous upside and an extremely strong value proposition that resonates with CIOs and CFOs. With tight IT budgets and flat global economic growth, IT and procurement professionals are actively looking for proven methods to cut costs while improving service. Rimini Street enables organizations to free up budget for strategic business initiatives by delivering savings of up to 90 percent on total maintenance and support costs, and to date, the company has saved organizations over $3 billion in maintenance costs.

Be Treated Like the Best

  • Rimini Street hires only the best and provides the compensation, bonus and benefit programs appropriate for proven top-performing professionals. We want our employees to have an opportunity to share in the financial success that results from our dedication to service excellence, high-quality deliverables and an unparalleled client experience

  • No bureaucracy, thousand-page rule books or politics just everyone working together to build a great company through service excellence and client success

  • Work hard, play hard environment Rimini Street is a group of hard-working professionals who are passionate about achieving success, but we also enjoy opportunities to meet up at fun company events

  • We are also passionate about giving back to our communities around the world, with plenty of opportunities for volunteering and charity through the Rimini Street Foundation

  • All Rimini Street professionals are encouraged to grow and learn new skills

Accelerating Company Growth

  • Trading on Nasdaq: RMNI since October 2017

  • Added to the US Russell 2000 Index in 2018

  • Over 1,700 active clients, including 98 of the Fortune 500 and Global 100

  • 2018 Q3 revenue results of $62.6 million, a quarterly increase of 17% year over year

  • Supports client operations in 119 countries

Recent Industry Recognition

  • Received 33 awards in total in 2018, including 23 awards for excellence in customer service from the International Stevie Awards, the American Stevie Awards, and the Stevie Awards for Sales & Customer Service

  • Honored with three Company of the Year awards in 2018, including two gold Stevie awards

  • Made the 2018 list for Bay Area Top Places to Work

  • The Rimini Street Foundation recognized with a Golden Bridge award in 2018 for Corporate Social Responsibility Program of the Year

To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com

Rimini Street is committed to creating a diverse environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability and protected veterans status or any other characteristic protected by law.

Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.

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VP, Client Engagement, Global Service Delivery

Rimini Street