Regional Manager, SAP – EMEA

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. In 2005, Rimini Street reinvented enterprise software support to deliver a better support experience and drive significant savings on total maintenance costs. Today, the Company delivers superior service experiences, at scale, centered on client success to enable enterprise software licensees to extract more value from their enterprise software investments, invest in innovation, create competitive advantage and enable growth. Over 5,500 global Fortune 500, midmarket, public sector and other organizations from a broad range of industries have leveraged Rimini Street as their trusted provider for support and managed service solutions.

We actively seek a Regional Manager, SAP - EMEA This is a remote position and can be based anywhere is the UK.

Position Summary

The role of the Regional Manager, SAP - EMEA 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 and 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 GSD team to achieve all Client and Employee satisfaction targets while managing to financial targets
• Work closely with customers to manage expectations and escalations, support business change and deliver a consistently high-quality customer experience
• Provide in-depth knowledge and training of the Support delivery process
• 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
• Utilize existing Rimini Street best practices to define the processes and procedures to provide the ability for the team to deliver the highest quality of support in the industry while ensuring the ability to scale the organization to meet the growth plans
• 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.
• Run case review meetings with clients to ensure effective resolution of cases.  Regional Manager should leverage these meetings to overcome obstacles in case work and drive high customer satisfaction
• Proactively identify opportunities to for RSI to add value in our service offering to clients
• Provide input for Quarterly Business Reviews showcasing RSI’s support value
• Work collaboratively with Product Line Lead to improve team processes and forms 

Additional Duties and Responsibilities

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

Education

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

Location

•  EMEA  

Experience

• 10+ years relevant SAP Software Product Support experience - Techno-Functional Skills needed
• 5+ years of relevant 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: Finance, Logistics
• 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 modules

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
• 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 improvement
• 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

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: 

• Company
  • We dream big and innovate boldly.  

• Colleagues
  • We work with extraordinary people who create a culture of mutual respect and collaboration. 

• Clients
  • We 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 companies
• Over 2,000 team members in 23 countries
• US 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.