Customer Engagement Programs Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Implementation of new tools and platforms (e.g., Certinia)

• Management of the Highspot site

• Oversight of the $M + Renewal Tiger Team and proposal processes

• Design and oversee global Customer Success initiatives, which include renewal success, executive engagement, and value realization.

• Equip Customer Success Managers (CSMs) with playbooks, templates, and frameworks to drive success in cross-sell and renewal efforts, as well as in fostering and managing executive relationships by defining program objectives, success metrics, workflows, and governance.

• Act as the data steward for CRM Contact and Account Management, collaborating with Field teams to ensure accuracy and completeness for key personas.

• Support the global Net Promoter Score (NPS) Survey initiative on behalf of the Office of the Chief Client Officer.

• Provide oversight for the reporting of KPIs and metrics relevant to Customer Success Operations.

• Collaborate with the Renewals team to engage the Chief Client Officer when necessary, offering solutions and messaging to proactively maintain the Rimini Street relationship.

• Assist the Office of the Chief Client Officer in managing client concerns and escalations, with the capability to develop effective internal and external management-level communications.

⛳️ Requirements

• 8+ years of experience in Customer Success Programs, Customer Success Operations, or similar roles

• Excellent project management abilities and a proactive approach to problem-solving.

• Strong experience with CRM systems, particularly Salesforce.

• Familiarity with Customer Success Platforms like Certinia or Gainsight is advantageous.

• Demonstrated capacity to design and manage cross-functional programs effectively.

• Strong executive presence along with excellent communication, organizational, and stakeholder management skills.

🏝️ Benefits

• Medical, Dental, and Vision insurance

• Disability insurance

• Paid Parental Leave

• 401(k) program

• Generous Paid Time Off (PTO)