Sr. Director, SAP AMS

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® company, is a global provider of end-to-end enterprise software support and innovation solutions and the leading third-party support provider for Oracle, SAP and VMware software. The Company offers a comprehensive portfolio of united solutions to run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database, and technology software. The Company has signed thousands of contracts with Fortune Global 100, Fortune 500, midmarket, public sector and government organizations who selected Rimini Street as their trusted, proven mission-critical enterprise software solutions provider and achieved better operational outcomes, realized billions of US dollars in savings and funded AI and other innovation investments.

We actively seek a Sr. Director, SAP AMS. This is a remote position and may be based anywhere in North America, where Rimini Street has a Corporate entity providing the candidate is within one hour of a major International airport.

Position Summary

The role of Sr. Director, SAP AMS will report directly to the GVP of Unified Service Experience and be responsible for a regional team of Service Delivery Managers to manage and maintain strong customer relationships, deliver profitable and efficient services, and retain high client satisfaction.  This includes developing team skills, working with clients to build relationships, maintaining high client satisfaction ratings, managing any escalations, crafting & monitoring appropriate key performance indicators 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 will require periodic travel.

The role of the Sr. Director will help to evolve the Service Delivery Management discipline within the Unified Service Experience team. Building on the knowledge of our past performance, estimation tools and industry best practices, the Sr. Director will assist Pre-sales efforts including working with prospective clients, understanding scope, quoting, resource forecasting and planning. For current clients, if there are any escalations related to Service Delivery or if profitability targets are not being met, the Sr. Director will ensure that this is carefully managed by the assigned SDM and provide guidance or take ownership if needed.

The Rimini Street service delivery organization is responsible to ensure our clients have the most accurate, timely and complete application services available from any vendor in the industry. The right person for this role will be viewed as the “evangelist” and “expert” for AMS services both internally and externally. This position is responsible for Rimini Street’s relationship with entities in the AMS market space including Prospects, Clients, Vendors, Consulting organizations, etc. as well as driving and providing guidance to internal organizations. 

Essential Duties & Responsibilities

• Provide Leadership of the regional Service Delivery Managers and contribute to the global Unified Service Experience team overall performance, discipline, and capability.
• Drive the implementation of profitable services ensuring that Service Delivery Managers in the assigned region are delivering within defined profitability targets including during crucial year-1 scale.
• Partner with Product Line Leaders, Directors, and Regional Managers in Support to ensure frictionless interaction between the Service Delivery Managers and Support leadership.
• Responsible for the creation, growth, and evolution of a strong, cohesive team to support Service Delivery Managers globally including monitoring skill requirements, guide the sourcing and hiring of the best candidates, utilize industry contacts to attract top talent, etc.
• Partnering with the theatre/regional General Managers and the regional Client Success leaders/teams to maximize opportunities for cross-sell and boost overall sales results.
• Represent Service Delivery capabilities to prospective customers during on-site and on-call visits.
• Monitor key performance indicators weekly to proactively rectify any issues with delivery.
• Participate in sales calls to describe capabilities and value proposition of Rimini Street’s SAP AMS offering.
• Ensure accurate and timely reporting for Executive Briefing Reviews (EBRs) and Case Reviews across all clients.
• Actively contribute to the extremely high client satisfaction averages for clients globally
• Coordinate regular team meetings and ensure follow up on projects assigned by Executive Leaders in the Service Delivery organization.
• Negotiate solutions to complex problems with both the customer and third-party partners.
• Build and maintain client Executive Management relationships together with other regional Service Delivery Directors
• Collaborative in a matrix structure with Product Management, Delivery, and Rimini Consult
• Identify and execute strategies and methods to enable the Service Delivery Managers and Director colleagues to develop and maintain strategic level executive relationships.
• Assist with the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the end-user experience.
• Communicate effectively across various organizations within Rimini Street (Sales, Marketing, Account Management, client on-boarding, support, etc.)
• Contribute to the support service 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.
• 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

• Coordinates regular regional team meetings and ensures follow up on projects assigned by the Group Vice President Unified Service Experience
• Be a thought leader in the Managed Services 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.
• Provide in-depth functional knowledge of one or more areas within the SAP Suite. Knowledge of Oracle EBS, PeopleSoft, JD Edwards, Oracle Communications, Oracle Banking, Hyperion, Database and Siebel suites is a plus.
• Review proposed commercial agreements and provide coaching to sales, legal and other groups on Managed Services related requirements.
• Communicate effectively across various organizations within Rimini Street (e.g., sales, client engagement (renewals), client on-boarding, product development, support, etc.)
• Provide expertise as needed to assist sales globally.
• Be committed to excellence and high quality standards.
• (other job related duties and responsibilities may be assigned from time to time)

Education

• Bachelor's degree or equivalent experience required, Masters or MBA desirable.
• ITIL Foundation Certification required, additional ITIL experience and certification highly valued.

Experience

• A successful track record in executive leadership roles of building, implementing and improving a client success strategy and program in enterprise technology or SaaS company.
• 10+ years relevant experience working with Enterprise Applications and Technology
• 10+ years direct support of application end-users in a Corporate environment
• Prefer experience in high-growth software or software-related services businesses, including software support/maintenance.
• 10+ years of experience in customer-facing roles in enterprise technology companies, preferable software and technical services and SaaS models.
• Experience leading in a matrixed organization structure, collaborating with C-level executives, GMs and senior leaders across functions, teams, and geographies.
• Ability to drive decisions, actions and outcomes through influence and persuasion, where resources are not directly under your control.
• Participation in management teams overseeing global activities and diverse teams of dozens or hundreds of employees.
• Experience across both strategic, long-term planning and tactical, short-term operations and the ability to lead organizational transformations and change management.
• Demonstrable history solving complex problems.
• Leadership experience including building and maintaining high performing teams.

Skills

• Superb trouble-shooting skills and tenacity in problem solving.
• Ability to think critically and make clear, responsible, and well-reasoned decisions.
• Passionate focus on customer support and the ability to build long term, successful working relationships with Clients.
• Client-first approach and customer service orientation. Broad understanding of and attentiveness to the details of the client lifecycle on all levels.
• Strong analytical skills and business judgement to use data/analysis to diagnose complex business issues and recommend solutions.
• Ability to lead projects and initiatives and influence other leaders, stakeholders, and peers without having direct authority.
• Well-developed presentation and communication skills; effective working with clients
• Ability to build relationships and establish trust and rapport with prospects, clients, senior executives, and employees at all levels around the world.
• Problem-solving skills to overcoming obstacles and find alternative paths to resolve conflict and achieve goals.
• Passion for growing businesses and creating lasting value for clients, partners, employees, and shareholders by building sustainable, scalable systems and processes.
• A team player that takes a collaborative approach to tackling issues and problem-solving.
• Flexibility to adapt to a rapidly changing environment and prioritize work to meet multiple business and organizational goals.
• Ability to travel without restriction both domestically and internationally,
• Communication to a business level in a non-English language, while not a requirement, would be beneficial.

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 5,800 signed contracts to date, including 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.