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Sr. Director, Client Success, Latam
2 semanas atrás
Job Description:
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 **Sr. Director, Client Success** to cover our LATAM territory.
We’re building something special at Rimini Street. A company where people care about each other and trust each other to do the right thing. A company where highly intelligent and talented people come together to do challenging and meaningful work that makes a real difference to our clients, ending each day with a sense of achievement and balance in their lives.
**Position Summary**
As a Sr. Director, Client Success with Rimini Street, Inc., you’ll be managing a strategic portfolio of named clients in addition to a Client Success team. Our mission is to drive client lifecycle - leading to adoption, renewals, cross-sell, advocacy and client satisfaction across the client base.
**Essential Duties and Responsibilities**:
- Hire, develop and lead a world-class, client success team responsible for driving client lifecycle - leading to adoption, renewals, cross-sell, advocacy and client satisfaction across the client base.
- Responsible for continuous improvement of results, reporting of said results, creating and delivering business plans to key stakeholders, and ensuring support and alignment across the leadership team.
- Leadership in managing most strategic RSI clients - working closely with executive team, client success, sales, delivery, etc. to demonstrate client ROI, uncover cross-sell opportunities, maintain and nurture executive relationships, drive advocacy and secure renewals.
- Meet/exceed quarterly quota targets (renewals/cross-sell/advocacy)
- Build C-level and executive relationships, establishing trusted advisor status
- Build and foster our Client Champion Community. Secure client sales and marketing advocates, ensuring client referenceability and driving client participation in select client marketing programs, events, interviews, etc.
- Develop key account plans including; retention strategies, cross-sell opportunities, relationship mapping, client advocacy and value analysis to maximize portfolio penetration
- Provide ongoing proactive client management through executive business reviews, client onsite visits, executive relationships and overall client communications
- Quarterback the team and coordinate across executive leadership, sales, service delivery, marketing, etc.
- Mentor Client Success team on strategic conversations, getting to and maintaining C-suite relationships, cross-sell best practices, driving advocacy and long-term renewals.
**Additional Duties & Responsibilities**
- Strategic and ongoing tactical management of Client Success KPI’s
- Monitor client consumption of Rimini Street services with the support of standard dashboards
Provide detailed and timely status reporting to all management as requested
- Assure client communications and escalations are performed on time, sufficiently and accurately
- Other job-related duties and responsibilities may be assigned from time-to-time
Qualifications/Skills/Experience:
**Education**
- BA/BS (MBA/Master preferred)
**Location**
- Sao Paulo, Brazil
- Mexico City, Mexico
**Experience**
- Knowledge of Oracle and/or SAP ERP or SaaS support market and/or support infrastructure
- Specific experience with Oracle and/or SAP required
- 15+ years of experience in Consultative Sales, Account Management, or Business Development.
- Experience in cross-selling - identifying opportunities through trusted advisor partnership with clients and ability to coordinate and lead cross-functional team to drive better results for cross-sell and retention, etc.
- Demonstrated, proven track record in helping clients leverage their IT solutions to meet business objectives
- Experience in renewing and/or negotiating client support contracts
- Experience in working with complex, multi-divisional, multi-geographical customers
- Experience working with cross-functional teams (e.g. Sales, Renewals, Marketing, Services, etc.)
**Skills**
- Impressive executive presence and communication abilities
- Exceptional leadership, time management, facilitation, and organizational skills
- Bias for action
- Passion for technology and for being a part of a fast-growing technology company
- Ability to create structure in ambiguous situations
- Strong documentation skills MS Office Suite (Word, Visio, Excel, and PowerPoint); Salesforce CRM, Smartsheet, etc.
- Essential Language Skills: Portuguese, English, Spanish.
Company Description:
Rimini Street 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 a
