Customer Engagement Programs Director
R
Rimini Street, IncEnterprise Software
Qualified candidates can work remotely in the U.S., Work hour flexibility is a must due to nature of the globally dispersed organizationFull-TimeDirector
Salary143,000 - 178,000 USD per year
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Job Details
- Experience
- 8+ years
- Required Skills
- Project ManagementSalesforceCustomer SuccessCRM
Requirements
- 8+ years of experience in Customer Success Programs, CS Operations, or related roles.
- Exceptional project management skills.
- Strong CRM experience with the Salesforce platform.
- Proven ability to design and manage cross-functional programs.
- Strong executive presence, communication, organization, and stakeholder management skills.
- Bachelor’s degree (MBA preferred).
- Experience with Customer Success Platforms such as Certinia or Gainsight (plus).
- Experience in enterprise software, IT services, or managed services (preferred).
- Familiarity with both named and pooled CSM account models (preferred).
- Experience supporting renewal and expansion motions (preferred).
- Background in executive engagement or client marketing programs (preferred).
- Ability to travel for business, possibly one trip a quarter including international travel.
Responsibilities
- Design and manage global Customer Success programs including renewal success, executive engagement, and value realization.
- Enable Customer Success Managers through playbooks, templates, and frameworks to support cross-sell and renewal initiatives.
- Serve as data steward for CRM contact and account management data to ensure accuracy and completeness.
- Support the global NPS survey program on behalf of the Office of the Chief Client Officer.
- Provide oversight for reporting of key performance indicators and metrics for Customer Success Operations.
- Align with the Renewals team to engage the Chief Client Officer on client preservation strategies.
- Develop internal and external management-level communications for client concerns and escalations.
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