Global Reference Sr. Manager

Rimini Street

2d•Remote

About The Position

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a proven, trusted global provider of end-to-end, mission-critical enterprise software support, managed services and innovative Agentic AI ERP solutions, and is the leading third-party support provider for Oracle, SAP and VMware software. Our comprehensive portfolio of unified solutions help run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database and technology software, enabling our clients to achieve better business outcomes, significantly reduce costs and reallocate resources towards strategic projects. The Company has signed thousands of contracts with Fortune Global 100, Fortune 500, midmarket, public sector and government organizations who selected Rimini Street as their trusted, proven mission-critical enterprise software solutions provider and achieved better operational outcomes, realized billions of US dollars in savings and funded AI and other innovation investments. We are actively seeking an experienced Global Reference Sr. Manager to join our team. This remote U.S.–based role reports to the Director of Client Onboarding. The Global Reference Sr. Manager will be responsible for developing, managing, and optimizing our client reference program to enhance customer advocacy and support sales initiatives. This role involves identifying suitable clients to serve as references, coordinating reference requests, and ensuring a positive experience for all participants. The Global Reference Sr. Manager will work closely with sales, marketing, and customer success teams to leverage client testimonials and case studies effectively.

Requirements

5+ years’ experience with proven experience in customer relationship management, customer success, or a related role.
Strong communication and interpersonal skills, with a focus on building and maintaining client relationships.
Proficiency in CRM software and data analysis tools especially Salesforce.
Knowledge of sales and marketing practices related to client references and advocacy.
Customer Focus: Demonstrates a strong commitment to understanding and meeting client needs.
Effective Communication: Ability to convey information clearly and effectively to diverse audiences.
Executive Engagement: Demonstrated ability to interact with sales management and executive-level client contacts is key.
Initiative: Proactive in identifying opportunities for program improvement and client engagement.
Self-managed, quick learner that can work independently.
Team Collaboration: Works effectively as part of a cross-functional team to achieve common goals.
Resilience and Adaptability: Ability to navigate challenges and adapt to changing circumstances in a fast-paced environment.
Excellent organizational skills and the ability to manage multiple tasks simultaneously.

Responsibilities

Program Development: Assist with managing a formal client reference program that aligns with organizational goals and objectives.
Client Engagement: Identify, recruit, and maintain relationships with clients willing to serve as references. Ensure their experiences and feedback are accurately captured and utilized.
Reference Request Coordination: Oversee the process of responding to internal and external reference requests, ensuring timely and relevant responses that highlight client success stories.
Performance Measurement: Set and track key performance indicators (KPIs) related to the reference program, including response rates, client satisfaction, and impact on sales outcomes.
Cross-Functional Collaboration: Work closely with sales, marketing, and customer success teams to ensure alignment on reference needs and to maximize the value derived from client input. Collaborate with the marketing and advocacy teams to leverage client references in case studies, press releases, webinars, events, and other marketing collateral.
Feedback and Improvement: Collect and analyze feedback from clients and internal stakeholders to continuously improve the reference program and processes.
Training and Support: Provide training and support to internal teams on best practices for engaging with clients and utilizing reference materials effectively.
Promote Reference Successes Internally: Regularly share program wins, new reference additions, and success stories with the broader organization to increase awareness and participation.