Job description:
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 partnerThe company offers premium, ultra-responsive and integrated application management and support services that enable enterprise software licensees to save significant costs, free up resources for innovation and achieve better business outcomesTo date, more than 3,700 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 application enterprise software products and services 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 regional manager, sap ams (north america)This role can be based anywhere in us or canada.
Rimini street views all employees as partners, and is committed to providing an exciting, participatory and team-oriented work environmentIn 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 regional manager, sap ams (north america) will be servicing customers whom have entrusted rimini street with the management of their mission critical applicationsMore specifically, the regional manager, sap ams will drive customer engagement end-to-end including resource allocations, customer expectations, delivery team success and status reporting.
Essential duties and responsibilities
Overall management of the engagement ensuring delivery effectiveness and excellence, including:
Ensure service delivery adheres to established internal processes and sla`s are met
Plan workload for service management and projects
Manage communication & escalation - manage risks & issues
Manage change - identify, negotiate and execute contract change orders as required
Track action items through to closure and document decisions
Manage and maintain up to date and comprehensive release schedules
Manage required project margin targets by effective resource utilization
Manage functional/basis resources, team building, training and certifications– driving team performance and ensuring efficient resource on boarding and off boarding
Manage demand management, prioritization of tickets & escalation
Manage delivery - orchestrate quality and manage fulfillment of project deliverables to agreed expectations
Establish recurring governance meetings including preparation of materials and working with customer to review key service reports/ information to align customer expectations
Ensure service delivery adheres to established internal processes and sla`s are met
Plan workload for service management and projects
Be a pro-active contributor to 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
Drive continuous service improvements (egImprove scripts & documentation, implement robot automation or semantic software, …)
Be a role model to peers and other technical members of staff by looking for ways to meet and exceed challenging performance standards and targets
Understand client environments
Help to organize knowledge transfer from key stakeholders to ams service team
Contact for emergency and escalation management at the customer
Liaise with different rimini entities to ensure success and integration ( egRimini proactive cloud managed services)
Develop service matrix for the clients including time and measurements to build and adjust sla´s
Additional duties and responsibilities
The successful candidate may be called upon from time to time to contribute to other company wide initiatives
Travel to customer sites, conferences, and other related events as required
Qualifications/skills/experience: education
Bachelor`s degree in business/computer science or related field or equivalent practical experience, advanced degree preferred
Project management certification, highly desired
Location
Us or canada - remote
Experience
10+ years of demonstrated experience working with the sap software products, implementations, upgrades
5+ years relevant experience in delivery of outsourcing, software services and managing sap support
5+ years project management experience, leading teams of software engineers, developers and consultants
Strong leadership, facilitation, negotiation, mentoring and personnel management experience
Strongly focused on quality, customer success and driven by results
In-depth professional experience in managing teams in the support area (it service management, itil, cobit)
In depth experience with service now
Structured approach and excellent analytical and conceptual and methodological skills
Working in virtual teams and global environments
Customer-centric
Experience managing difficult client situations
Excellent relationship management
Analytical thinking and decision making ability
English fluency
Essential experience includes
Demonstrated ability to build and lead teams of various size in delivery of services to customer, including leading remote or offshore resources
Ability to formulate & express ideas clearly and effectively in verbal/written presentations
In-depth knowledge and experience with implementation life-cycle
Experience developing and/ or deploying technology solutions to address challenges and grow organizational capability
Preferred qualifications
Cloud, hana and hybrid landscapes (both technical and architectural)
Sap application and technology skill set - sap application consultant and or sap support consultant
Experience developing and/ or deploying technology solutions to address challenges and grow organizational capability
Customer service experience in large outsourcing deals
Itil certification, a plus
Spanish and/or portuguese is a plus
Company description:
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 partnerThe company offers premium, ultra-responsive and integrated application management and support services that enable enterprise software licensees to save significant costs, free up resources for innovation and achieve better business outcomesTo date, more than 4,000 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 application enterprise software products and services provider.
Rimini street 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 cfosAccording to gartner, the third-party support market will grow to $1.05 billion by 2023, a 200% increaseWith tight it budgets and flat global economic growth, it and procurement professionals are actively looking for proven methods to cut costs while improving serviceRimini 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, and to date, the company has saved organizations over $5 billion in total maintenance costs since its inceptionWe’re building something special at rimini streetA company where people care about each other and trust each other to do the right thingA company where highly intelligent and talented people come together to do challenging and meaningful work that makes a real difference to our clients, ending each day with a sense of achievement and balance in their lives.
Be treated like the best
Rimini street hires only the best – and provides the compensation, bonus and benefit programs appropriate for proven top-performing professionalsWe 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 under ticker symbol rmni since october 2017
Added to the us russell 2000® index in 2018
Over 4,000 clients, to date including 100 of the fortune 500 and global 100
Annual 2021 financial results of $326.8 million, up 16.3% year over year
Fiscal year operating cash flow of $42.1 million, up 107% year over year
Announced the new patent pending rimini street artificial intelligence support applications, a result of the company’s continued investment in optimizing support processes and ensuring global service delivery outcomes at scaleUsing the ai applications, rimini street has been able to deliver a better client experience and reduce software issue resolution times by 23%.
Celebrated the 15th anniversary of the company’s founding in 2005 to redefine the enterprise software support market and bring choice and value to software licensees around the world.
Recent industry recognition
Received 33 awards in 2020, including 15 awards for excellence in customer service from awards companies such as the international stevie awards, the american stevie awards, and the stevie awards for sales & customer service
Honored with four gold awards for company of the year in 2020.
The rimini street foundation recognized with two awards in 2020 for corporate social responsibility program of the year
In addition, in 2020 the company supported more than 120 charities around the world through the rimini street foundation, providing financial contributions, volunteer hours and in-kind donations including personal protective equipment to healthcare workers, senior centers, food banks and youth organizations globallyThe foundation also extended its charitable work in 2020 to hong kong, malaysia, mozambique, sweden and the uae.
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 and inclusive environment and is proud to be an equal employment opportunity employerAll 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 resourcesUnsolicited resumes will be ineligible for referral fees.
