Rimini Street, Inc

  • Regional Manager, SAP Support - U.S. / Canada East

    Job Location US-East | US-Remote | CA-Remote
    Job ID
    2018-4270
  • Job Description

    Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software support products and services, and the leading third-party support provider for Oracle and SAP software products. The Company was founded to disrupt and redefine the enterprise software support market by developing innovative new products and services, providing ultra-responsive service and delivering outstanding value to clients.

     

    We actively seek a Regional Manager, SAP Support Delivery – US/ Canada East.  This is a remote role that can be based anywere in the eastern portion of the US or Canada.

     

    Rimini Street views all of our employees as partners, and is committed to providing an exciting, participatory and team oriented work environment. In addition to our very competitive compensation packages, be prepared for challenging professional growth and fun along the way in our work hard, play hard corporate environment.

     

    Position Summary

     

    The role of the Regional Manager, SAP Support Delivery – US/Canada East is to lead the regional SAP support team to provide exceptional remote-based support for mission-critical SAP ERP applications as part of our global customer support team.  This includes, developing team skills, working with clients, creating and retaining high client satisfaction ratings.  This hands-on management position has the responsibility for researching, troubleshooting and supporting of multiple SAP Products for our global clients who use SAP 4.x and ECC.  
     

    The role of the Regional Manager requires the expertise and skills to diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly-configured environments.   This SAP support organization is responsible to ensuring that our Clients have the most accurate, timely and complete support available from any vendor in the industry. The right person for this role will be viewed as the “evangelist” and “expert” for the Product Delivery organization both internally and externally. 

     

    Essential Duties & Responsibilities 

    • Build, grow, and evolve a strong, cohesive team to deliver SAP support for our Clients including defining skill requirements, guide the sourcing and hiring of candidates, and utilizing industry contacts to attract top talent, etc.
    • Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology
    • Lead the SAP Product Delivery team to achieve all Client and Employee satisfaction targets while managing to financial targets
    • Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience
    • Provide in-depth knowledge of the Support delivery process
    • Collaborate with team members in a virtual team environment to extend field experience to different client situations
    • Manage one or more key assigned accounts as a technical/functional advisor
    • Develop application break fixes for critical product defects
    • Create scripts to identify, analyze and correct data issues
    • Be a pro-active leader within a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
    • Provide expertise, guidance, and participation during the sales cycle to the Sales team to enable them to articulate how and why we deliver the highest quality products in the industry
    • Communicate effectively across various organizations within Rimini Street (e.g., sales, marketing, account management, client on-boarding, support, etc.

    Additional Duties & Responsibilities 

    • Other job related duties and responsibilities may be assigned from time to time

    Qualifications/Skills/Experience

     

    US Citizenship or Green Card Holder - Required

     

    Education

    • Bachelor Degree in Computer Science or related field or equivalent experience

    Location

    • Remote, US (Eastern Region of the U.S. preferred)
    • Ability to travel up to 10%

     

     Experience

    • 10+ years relevant SAP Software Product Support experience  - Techno-Functional Skills needed
    • 5+ years of relevent Management Experience in hiring, leading, mentoring teams of 7+  SAP Support teams
    • Expert level Functional and/or Technical Expertise in multiple SAP ERP modules, such as: FI, CO, SD & Warehouse Management
    • Knowledge of localizations: architecture, implementation and key functionality  
    • Expertise with SAP 4.x and ECC platforms, including full life-cycle implementation experience, configuration and administration of the application
    • Knowledge of SAP maintenance/patching mechanics and SAP architecture
    • Demonstrable history solving complex problems across multiple module 

    Skills  

    • Superb trouble-shooting skills and tenacity in problem solving
    • Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
    • Strong knowledge of key application functionality, tables and relationships
    • Deep knowledge of SAP customization/extension methodologies
    • Excellent development skills using SAP toolset would be an advantage
    • Excellent interpersonal, presentation and communication skills – verbal & written
    • Attention to detail and the ability to learn quickly
    • Extreme focus on Client satisfaction
    • Demonstrated ability to work independently and as part of a team
    • Ability to work calmly and professionally in high pressure situations
    • The ability to work remotely from a home based office in a virtual environment

     Desired Qualifications 

    • Ability to think critically and make clear and well-reasoned decisions
    • Exceptional Leadership skills as well as the ability to build and maintain strong peer relationships, gaining trust and confidence from all levels within the organization
    • Self-starter who is able to take initiative with process improvements
    • Experience with localizations and global implementations would be an advantage
    • Well-developed presentation and communication skills; effective working with clients
    • Open, direct, and informative management style; the ability to develop relations based on trust, confidence and respect
    • Ability to multi task multiple projects, issues and tasks
    • Foster a collaborative, and supportive work style
    • Ability to scale with a rapidly growing business
    • Ethical with highest standards of integrity

    Company Description

    Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software products and services, and the leading third-party support provider for Oracle and SAP software products. The company has redefined enterprise software support services since 2005 with an innovative, award-winning program that enables licensees of IBM, Microsoft, Oracle, SAP and other enterprise software vendors to save up to 90 percent on total support costs. Clients can remain on their current software release without any required upgrades for a minimum of 15 years. Over 1,330 global Fortune 500, midmarket, public sector and other organizations from a broad range of industries currently rely on Rimini Street as their trusted, third-party support provider.

     

    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. With tight IT budgets and flat global economic growth, IT and procurement professionals are actively looking for proven methods to cut costs while improving service. Rimini Street enables organizations to free up budget for strategic business initiatives by delivering savings of up to 90 percent on total maintenance and support costs.

    Be Treated Like the Best

    • Rimini Street hires only the best – and provides the compensation, bonus and benefit programs appropriate for proven top-performing professionals. We want our employees to have an opportunity to share in the financial success that results from our dedication to service excellence, high-quality deliverables and an unparalleled client experience
    • No bureaucracy, thousand-page rule books or politics — just everyone working together to build a great company through service excellence and client success
    • Work hard, play hard environment – Rimini Street is a group of hard-working professionals who are passionate about achieving success, but we also enjoy opportunities to meet up at fun company events
    • We are also passionate about giving back to our communities around the world, with plenty of opportunities for volunteering and charity through the Rimini Street Foundation
    • All Rimini Street professionals are encouraged to grow and learn new skills

    Accelerating Company Growth

    • Trading on Nasdaq: RMNI
    • Over 1,330 active clients, including 85 of the Fortune 500 and Global 100
    • 46 consecutive quarters of sequential revenue growth
    • 2017 Q2 revenue results of $52 million, a quarterly increase of 37% year over year

    Recent Industry Recognition

    • Listed as a 2017 Top Workplace in the Bay Area by the Bay Area News Group
    • Named an Inc. 5000 company for the seventh consecutive year, and recognized as one of America’s fastest-growing private companies with three-year revenue growth of 172%
    • Honored with 11 Stevie Awards in 2017, including 5 awards for delivering excellence in customer service
    • Received 7 Golden Bridge awards including Technology Company of the Year

     

    To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com

     

    Rimini Street is committed to creating a diverse environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability and protected veterans status or any other characteristic protected by law.

     

    Please Note:  Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources.  Unsolicited resumes will be ineligible for referral fees.

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