Director, SAP Support

Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software products and services, the leading third-party support provider for Oracle and SAP software products and a Salesforce partner. 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. Over 1,850 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.

We actively seek a Director, SAP Support. This role is based in Israel

Rimini Street views all 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.

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.

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 functionality

· Have Security Clearance and work on-site as needed

· Lead multiple Regional Managers and Engineers in the most appropriate use of their Engineering resources to solve cases, tickets, Service and change requests

· Lead the Regional Support Delivery teams to achieve all Client and Employee satisfaction targets while managing to financial targets

· Work closely with customers daily to understand their needs, support business change and deliver a consistently high-quality customer experience

· Manage client escalation situations if necessary to allow Engineers to focus on timely resolution

· Work 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 methodology

· Collaborate with team members in a virtual team environment to extend field experience to different client situations

· 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 support in the industry

· Communicate 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 Support

· Work with sales to evaluate market opportunities, assess staffing needs, and gauge risk for extending offerings

· The 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 Company

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

· Proactively identify opportunities for Rimini Street to add value in our service offering to clients

· Provide input for Executive Business Reviews showcasing RSI’s support value

· Work collaboratively with Product Line VP to improve team processes and ensure best practices are followed

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Education

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

Location

· Israel

Experience

· 15+ years relevant SAP Applications experience

· 7+ years direct support of application end-users in a corporate environment

· 7+ years managing Senior Level IT resources and teams

· Deep Technical Expertise in SAP Suite of products

· Knowledge of localizations: architecture, implementation, and key functionality

· Experience working with Senior Executive Leadership teams as a trusted advisor

· Full life-cycle implementation, configuration and or administration experience

· Knowledge of SAP maintenance/patching mechanics and Application architecture

· Demonstrable history solving complex problems across multiple modules

· Working knowledge of ITIL methodology and case management

Skills

· Superb trouble-shooting skills and tenacity in problem solving

· Passionate focus on customer support and able to build long term, successful working client relationships

· Passionate focus on customer support and the ability to build long term, successful working relationships with Clients

· Excellent interpersonal, presentation and communication skills – verbal & written

· Attention to detail and the ability to learn quickly

· Ability to articulate realistic goals and manage expectations of executive leadership reviewers

· Extreme focus on Client satisfaction

· 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

· ITIL & ITSM certification is an asset

· SAP Certification is an asset.

· 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 can take the initiative with process improvement

· Experience with multiple 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 multitask multiple projects, issues, and tasks

· Foster a collaborative, and supportive work style

· Strong knowledge of key application functionality, tables and relationships would be an advantage

· Deep knowledge of SAP customization/extension methodologies would be an advantage

· Ability to scale with a rapidly growing business

· Ethical with highest standards of integrity