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 Director, Oracle Applications & Technology Services Support. This is a remote position and can be based anywhere is the US.
Position Summary
The role of Director, Oracle Applications & Technology Services Support is to lead the Application Support and Managed Services teams in the region to provide exceptional remote-based support for mission-critical applications, infrastructure, and databases 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 applications for our global clients.
Essential Duties & Responsibilities
- Create, maintain, and grow a strong, cohesive team to support the Region: Monitor skill requirements, guide the sourcing and hiring of the best candidates, and utilize industry contacts to attract top talent.
- Lead multiple Regional Managers in effective engineer deployment, creating coverage, resiliency, and depth of knowledge across product lines.
- 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 case escalations and contribute to the resolution of customer escalation situations.
- Work with other senior leaders to improve processes and procedures to suit local and global requirements in the Support and Manage organizations.
- Collaborate with team members in a virtual team environment to extend field experience to different client situations.
- 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.) to progress business activity in a timely fashion.
- Work with sales to evaluate market opportunities, assess staffing needs, and gauge risk for extending offerings.
- Provide regular demand and capacity forecasts, yearly salary plans, and manage an equitable merit increase process.
- Oversee an effective Contingent Workforce, including the hiring, retaining, or reduction thereof, and the contractor spending in-region.
- Provide leadership coaching to grow and improve Regional Managers in their desired career path.
- Listen to and action employee concerns from Regional Managers and Engineers, either through direct action or escalation to HR.
- Recognizing employee achievements; foster Positive Feedback and encouragement; utilize Rewards and Recognition opportunities.
- Participating in and promptly composing deliverables for any internal projects assigned to me; reporting accurately and promptly.
- Participate in an on-call, escalation-based rotation
Education
- Bachelor’s Degree in computer science or equivalent relevant experience
Location
Experience
- 15+ years relevant support experience with applications or technology in the Oracle ecosystem
- 7+ years direct support of application end-users in a corporate environment
- 7+ years managing high-performing resources and teams
- Experience working with Senior Executive Leadership teams as a reliable, transparent, credible resource
- Full life-cycle implementation, configuration and or administration experience
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
- 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
- Demonstrated ability to lead and motivate multi-cultural teams
- Ability to work calmly and professionally in high pressure situations
- The ability to work remotely from a home-based office in a virtual environment
- Possess 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
- Ability to think critically and make clear and well-reasoned decisions in a rapid timeframe
- 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
- Ability to scale with a rapidly growing business
- Ethical, with highest standards of integrity
- Capacity to make tough decisions, handle confrontation with all professionalism, and negotiate with employees and customers alike
Desired Qualifications
- ITIL certification preferred
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.
Rimini Street Inc. is an affirmative action-equal opportunity employer and complies with all applicable Federal, State, and Local Laws regarding recruitment and hiring.
Qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable Federal, State, or Local laws. Rimini Street Inc. offers a comprehensive compensation and benefits package to employees.
Compensation is based on role, location, and level of applicable experience.
Rimini’s target pay for each position is available upon request during the applicant’s Interview process.
The general salary range for this type of role is 147k - 184k depending on skills and experience.
Benefits for US employees include:
- Medical, Dental, and Vision insurance
- Disability insurance
- Paid Parental Leave
- 401(k) program
Generous Paid time off (PTO)
