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Rimini Street - Product Management/Development Executive of the Year

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service


Company: Rimini Street, Las Vegas, NV
Company Description: Rimini Street is the premier independent provider of enterprise software support services. Our award-winning support program allows Oracle and SAP licensees to save 50% in annual support fees and save up to 90% in total support costs over a decade. Clients can remain on their current software release without any required upgrades or migrations for at least ten years.
Nomination Category: Product Management Categories
Nomination Sub Category: Product Management/Development Executive of the Year

Nomination Title: Leading Rimini Street Global Product Delivery Team to Excellence

Tell the story about what this nominee has achieved since January 1 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

Client service is the first priority at Rimini Street. In 2016, Rimini Street’s Global Product Delivery Department broke Company records in client satisfaction and quality deliverables, proving that Rimini Street is “Engineered for Support” from the ground up. A key critical component of supporting our Clients is ensuring that they are 100% tax and regulatory compliant in 190 countries around the world by providing them the software products that ensure this compliance. This is what the Global Product Delivery team does and does very well.

Paul Henville is Rimini Street’s GVP of Global Product Delivery, and is responsible for developing and managing the delivery of Rimini Street product development services. With 25 years of experience working in various industries developing global software applications, Paul leads the Rimini Street Product Delivery organization, delivering world-class products that clients love, and is the driving force behind the success of his team.

Since joining Rimini Street eight years ago, Paul has implemented numerous programs, processes, technologies and tools all focused on providing Clients with exceptional product experiences, all while ensuring that the Delivery team continues to love what they do. While the average industry employee turnover rate is over 25%, Rimini Street has kept its turnover rate to under 10% - far less than the industry standard. Under Paul’s leadership, not only are Clients receiving the highest quality software products, Rimini Street’s Product Delivery team enjoys providing building them.

Paul’s team ensures that 98% of all global updates delivered have no quality issues. Such high quality is a testament to the skills, dedication and drive of the Rimini Street Global Product Delivery team.

Paul’s mission for his Product Delivery team demonstrates a clear focus on clients and his team. He ensures his team follows the same mission:

Build a Global Organization for delivering World Class Products for Every Client with Quality, Efficiency, and Scalability while making it the BEST Workplace in the world.

Paul’s team provides thousands of tax, legal and regulatory (TLR) updates across hundreds of lines of code to several hundred clients operating around the world every year. On average, the Global Product Delivery team delivers over 5,000 updates per quarter, totaling over 20,000 annual updates. As part of our services, Rimini Street supports the code line our clients are currently running, including any customizations they might make. This means that every client’s code line can be unique and, therefore, needs to be taken into account when building and designing global updates for over 700 clients annually. No company besides Rimini Street - not even the vendors themselves can manage this level of complexity in their Tax & Regulatory updates. And over 98% of Rimini Streets tax updates are bug free. When you take into account that each update is built individually for each client, this quality statistic is amazing.

When an organization becomes a Rimini Street client, the Global Product Delivery team has a unique process to understand the needs of the new client. There can be as many as 60 new clients being on-boarded at the same time! The Global Product Delivery team works with each client individually to understand their unique tax, legal and regulatory update requirements and ensures they only receive the necessary updates.

From its inception, Rimini Street has been “Engineered for Support.” And a key component of supporting our Clients is ensuring that they have the software products to remain compliant with every global tax and regulatory requirement in the world. With Client service and the highest quality products our top priorities at Rimini Street, Paul has lead the Product Delivery team in providing our Clients with the best tax and regulatory products in the industry and is continuously responsible for a team that never fails to deliver world-class products.

In bullet-list form, briefly summarize up to ten (10) accomplishments of the nominee since the beginning of 2016 (up to 150 words).

1. Paul’s team ensures that at least 98% of all global updates delivered have no quality issues in 2016.
2. Under Paul’s leadership, his team supported over 1,000 distinct code lines.
3. Capability of providing updates in 190 countries with global team located in 9 countries.
4. Provided over 125,000 deliverables as of 2016.
5. Client Satisfaction score of 4.8 out of 5.0 (with 5.0 being “excellent”).
6. ISO9001 certified.
7. Delivered the following in 2016: US - Patient Protection and Affordable Health Care Act (PPACA) to over 80 clients. EMEA - New SAF-T and VAT reporting requirements across multiple countries. LATAM - Similar updates for several countries and ongoing updates for Brazil Block K reporting. Asia Pac - the introduction of a GST in India saw the delivery of one of many updates to be delivered in 2017 to support this new legislation.