Sr. Engagement Manager, North America

Position Summary

Sr. Engagement Manager (SEM) – responsible for growing and retaining business with existing clients in North America, primarily within the Manufacturing, Wholesale, and Distribution industries.

• Create awareness and demand for Rimini Street services and products within the assigned book of business with the support of field marketing and own outreach.
• Develop qualified leads through direct prospecting, lead follow‑up, networking, and collaboration within the client base.
• Establish a strong, trusted relationship with clients as their technology advisor to understand goals and business outcomes.
• Contribute to and enable clients’ strategic vision, showing how Rimini Street’s solutions address their needs.
• Use company‑provided assets to craft or customize compelling sales presentations, messages, positioning statements, and collateral.
• Utilize effective social and digital selling strategies and tools (Linked In, Sales Navigator, etc.) to maximize opportunities.
• Update and track all opportunities and client activities in Salesforce CRM.
• Leverage Clari or similar sales efficiency tools to manage and report on opportunities.
• Develop and execute an account plan to grow and expand support and products by closing cross‑sell opportunities.

• Work closely with the Renewals Sales team, pre‑sales technical resources, Product Line Managers, Service Delivery leaders, and other internal teams to retain clients and secure renewals of recurring‑revenue contracts.
• Identify renewal risks ahead of contract expiration and collaborate on strategies and proposals to address issues and secure renewals, adding expansion opportunities.
• Hold responsibility for meeting or exceeding annual retention targets and compensate for renewal losses by expanding the client footprint.

• Manage the overall relationship with existing clients, ensuring a positive experience and full service adoption.
• Maximize the value customers receive, ensuring they deploy and use all entitled services and products.
• Maintain strategic alignment with clients, develop client‑specific plans and goals, and partner to drive full portfolio adoption.
• Leverage client relationships for prospect references, success stories, testimonials, quotes, and other marketing assets.
• Grow, nurture, and maintain executive relationships within the client base.
• Help clients stay up‑to‑date on the full service offering portfolio, processes, tools, and innovations.
• Serve as the voice of the customer, sharing insights to evolve and improve offerings.

• Collaborate with Global Support Delivery (GSD) teams to ensure high‑quality service delivery and operational efficiency.
• Work with Onboarding, Service Delivery, Product Delivery, and other Rimini Street teams to meet SLAs, deliverables, and client value expectations.
• Manage client escalations through the escalation system and monitor progress for successful resolution.
• Manage margins at the deal level for new contracts and provide suggestions to improve overall profitability.

• Bachelor’s degree or equivalent required;
  Master’s or MBA desirable.

• 5+ years working with prospects and clients in the Manufacturing, Wholesale, and Distribution industries.
• 10+ years in customer‑facing technology roles across Sales, Renewals, Account Management, and Consulting.
• 5+ years selling technology services, including software support, managed services, and professional services.
• 5+ years in post‑sales customer‑facing roles (Account Management, Customer Success).
• 2+ years selling Application Management Services (AMS).
• Experience selling services and solutions for existing software products.
• Proven ability to build executive relationships with clients, partners, analysts, and leverage them for references and marketing.
• Track record of outstanding sales achievement, consistently meeting or exceeding quotas.
• Experience managing deals, client accounts, and portfolios to meet expense and…