Client Success Manager

3 weeks ago

Kuala Lumpur, Malaysia Rimini Street, Inc. Full time

**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 **Client Success Manager** resident in **Malaysia**.

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**

The Client Success Manager is responsible for a successful client experience ensuring service adoption (onboarding), positive client satisfaction, client retention, contract renewal, cross-sell opportunities, client referenceability, and management of all assigned enterprise clients. The Sr. CSM will be viewed as a trusted advisor and will partner closely with internal Rimini Street teams to articulate the Rimini Street support model and value proposition to clients.

**Essential Duties and Responsibilities**
- Single point of accountability for Rimini Street clients (for non-technical issues), providing coordination of all Rimini Street resources from onboarding through entire client relationship
- Articulate the Rimini Street support model and value proposition to clients
- Demonstrate an ability to handle objections in a positive manner
- Lead for Rimini Street team execution providing an improved alignment with the client’s business goals and to help client’s drive the most value from their current ORACLE AND/OR SAP solutions
- Promotes client satisfaction through regular client interactions to build loyalty, ensure renewals, and expand the Rimini Street support footprint within the client account
- Demonstrated success in building C-Level and/or Senior VP executive relationships
- Established track record for identifying and/or delivering strategic solutions
- Demonstrated ability to identify and solve problems independently
- Ability to lead special projects as identified and execute through to completion
- Secures client referenceability and drives client participation in select marketing programs and events
- Provide pre-sales client onboarding and account management assistance for the sales organization
- Partners with other internal teams to execute client onboarding processes and tasks to assure successful, on-time completion of all deliverables (in accordance with ISO processes)

**Additional Duties and Responsibilities**
- Additional job-related duties and responsibilities may be added from time to time.

Qualifications/Skills/Experience:
**Education**
- Bachelor and/or Master’s Degree in Computer Science or related field** **OR equivalent years’ experience in lieu

**Location**
- ** Malaysia**

**Experience**
- Knowledge of the software support market with 10 or more years in high tech client relationship management, business development/strategy, and/or sales.
- Specific experience with ORACLE AND/OR SAP solutions is required.
- Working knowledge of ORACLE AND/OR SAP and ORACLE AND/OR SAP software support infrastructure.
- Working knowledge of SAAS and Cloud computing.
- Ability to analyze client activity to identify risks to project success and develop mitigation strategies.
- Excellent verbal/written communication skills and ability to develop and present to client executive level leadership and key client stakeholders is required.

**Skills**
- Language Skills: English AND Mandarin REQUIRED
- Demonstrated ability to provide client service to a large number of client accounts
- Ability to analyze client technology strategy to identify potential risks and develop mitigation strategies with established track record for identifying and/or delivering strategic solutions
- Understanding of ORACLE AND/OR SAP software licensing issues and challenges
- Strong documentation skills (Word, Visio, Excel, and PowerPoint) are required

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