About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a global provider of end-to-end enterprise software support, products and services, the leading third-party support provider for Oracle and SAP software and a Salesforce and AWS partner. The Company has operations globally and offers a comprehensive family of unified solutions to run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database, and technology software, and enables clients to achieve better business outcomes, significantly reduce costs and reallocate resources for innovation. To date, over 5,500 Fortune 500, Fortune Global 100, midmarket, public sector, and other organizations from a broad range of industries have relied on Rimini Street as their trusted enterprise software solutions provider. To learn more, please visit riministreet.com, and connect with Rimini Street on Twitter, Instagram, Facebook and LinkedIn. (IR-RMNI)

We are actively seeking a Director, SAP Support.  This is a remote position that can be based anywhere in Israel.

                     

Position Summary

The role of the Director, SAP Support is to lead the Application support and Manage teams in the regions to provide exceptional remote-based support for mission-critical SAP applications (ECC, CRM, SRM, BW etc) as part of our global support team.  This is a Senior Leadership position within the Global Support team and multiple Regional Managers report into this role. Experienced Engineers report into the Regional Managers and are responsible for researching, troubleshooting, and supporting of multiple SAP applications for our global clients.

The role of the Director is to lead teams of regional managers and SAP engineers to ensure operational efficiency in servicing global client base.  This includes developing team skills, working with clients, creating & maintaining high client satisfaction ratings, and crafting & monitoring KPIs to ensure quality deliverables.  He or she must prove to be trustworthy, decisive, and be able to handle stress and working flexible hours. The role of the Sr. Director is a unique combination of Supporting the Pre-sales, Staff planning, Client Onboarding and Owning the Delivery – Client Satisfaction and Gross margin targets. requires the expertise and skills to help the team diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly configured environments.   The 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 Support organization both internally and externally. Our client relationships are extremely important, and the successful Support Director will be able to establish and nurture close relationships with our clients. This position is responsible for Rimini Street’s relationship with many including Prospects, Clients, Vendors, Consulting organizations, etc. as well as driving and providing guidance to internal organizations. 

Essential Duties & Responsibilities 

Responsible for the creation, growth, and evolution of a strong, cohesive team to support the Israel Region including monitoring skill requirements, guide the sourcing and hiring of the best candidates, utilize industry contacts to attract top talent, etc. Solve complex customer issues using methodical troubleshooting based on expert knowledge of applications functionalityHave Security Clearance and work on-site as neededLead multiple Regional Managers and Engineers in the most appropriate use of their Engineering resources to solve cases, tickets, Service and change requestsLead the Regional Support Delivery teams to achieve all Client and Employee satisfaction targets while managing to financial targetsWork closely with customers daily to understand their needs, support business change and deliver a consistently high-quality customer experienceManage client escalation situations if necessary to allow Engineers to focus on timely resolutionWork with other senior leaders to improve processes and procedures to suit local and global requirements in the support and Manage organizations.Provide in-depth knowledge of the Support delivery process including ITIL methodologyCollaborate with team members in a virtual team environment to extend field experience to different client situationsBe 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 hoursProvide 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 support in the industryCommunicate effectively across various organizations within Rimini Street (e.g., sales, marketing, account management, client on-boarding, support, etc.)Inspire SAP Developers, Support Engineers, and Product Support Engineers to deliver the best quality service to redefine Enterprise Software SupportWork with sales to evaluate market opportunities, assess staffing needs, and gauge risk for extending offeringsThe successful candidate will be a hands-on, roll-up your sleeves individual that has a very strong work ethic, is well organized, analytically skilled, a strategic thinker, strong leader, detailed oriented and quality minded

Additional Duties & Responsibilities 

Be a thought leader in the SAP market. Keep abreast of current trends in the market and be able to articulate how they impact potential clients as well as how they impact the CompanyOther job-related duties and responsibilities may be assigned from time to timeProactively identify opportunities for Rimini Street to add value in our service offering to clientsProvide input for Executive Business Reviews showcasing RSI’s support valueWork collaboratively with Product Line VP to improve team processes and ensure best practices are followedFoster a collaborative, and supportive work style

Education

Bachelor’s Degree in computer science or related field or equivalent experience

Location

Remote - Israel

Experience

15+ years relevant SAP Applications experience7+ years direct support of application end-users in a corporate environment7+ years managing Senior Level IT resources and teamsDeep Technical Expertise in SAP Suite of productsKnowledge of localizations: architecture, implementation, and key functionality  Experience working with Senior Executive Leadership teams as a trusted advisorFull life-cycle implementation, configuration and or administration experienceKnowledge of SAP maintenance/patching mechanics and Application architectureDemonstrable history solving complex problems across multiple modulesWorking knowledge of ITIL methodology and case management

Skills  

Superb trouble-shooting skills and tenacity in problem solvingPassionate focus on customer support and able to build long term, successful working client relationshipsPassionate focus on customer support and the ability to build long term, successful working relationships with ClientsExcellent interpersonal, presentation and communication skills – verbal & writtenAttention to detail and the ability to learn quicklyAbility to articulate realistic goals and manage expectations of executive leadership reviewersExtreme focus on Client satisfactionAbility to work calmly and professionally in high pressure situationsThe ability to work remotely from a home-based office in a virtual environment

Desired Qualifications 

ITIL & ITSM certification is an assetSAP Certification is an asset.Ability to think critically and make clear and well-reasoned decisionsExceptional Leadership skills as well as the ability to build and maintain strong peer relationships, gaining trust and confidence from all levels within the organizationSelf-starter who can take the initiative with process improvementExperience with multiple localizations and global implementations would be an advantageWell-developed presentation and communication skills; effective working with clientsOpen, direct, and informative management style; the ability to develop relations based on trust, confidence, and respectAbility to multitask multiple projects, issues, and tasksFoster a collaborative, and supportive work styleStrong knowledge of key application functionality, tables and relationships would be an advantageDeep knowledge of SAP customization/extension methodologies would be an advantageAbility to scale with a rapidly growing businessEthical with highest standards of integrity

Why Rimini Street?

We are looking for talented, passionate people to help us build our future at Rimini Street. We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you.

Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs: 

CompanyWe dream big and innovate boldly.  ColleaguesWe work with extraordinary people who create a culture of mutual respect and collaboration. ClientsWe relentlessly pursue solutions that help clients achieve their goals. Our unmatched client care is rooted in our passion for exceptional service. Community We believe in leaving the world a better place than we found it. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 425 charities.

Accelerating Company Growth

Nasdaq-listed under ticker symbol RMNI since October 2017 Over 5,500 signed clients, including over 180 of the Fortune 500 and Global 100 companiesOver 2,000 team members in 23 countriesUS and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here: https://www.riministreet.com/company/awards/ 

Rimini Street is committed to creating a diverse and inclusive 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, protected veteran status, or any other characteristic protected by law. 

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

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.