Position 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 partner. The 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 outcomes. To 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.
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 for Oracle Applications Support, resident in the Asia Pacific region.
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.
Position Summary
The role of the Regional Manager is to lead the Oracle Applications Support Delivery team in the region in providing exceptional remote-based support for mission-critical Oracle Applications, as part of our Global Service Delivery team. Such Applications primarily include Oracle EBS, PeopleSoft, JDE and Siebel. Duties include developing team skills, managing client relationships, working client escalations, supporting client issues; all while helping the team to continue creating and retaining high client satisfaction ratings.
Rimini Street’s Global Service Delivery organization is responsible for ensuring our clients have the most accurate, timely and complete support of any vendor in the industry. The right person for this role will be viewed as an “evangelist” and “expert” for the Service Delivery organization both internally and externally.
Essential Duties & Responsibilities
- Lead the team of expert Oracle Application Support engineers in APAC to achieve all Client and Employee satisfaction targets while managing to financial targets.
- Manage complex customer issues using methodical troubleshooting based on expert knowledge of Oracle Applications functionality and technology.
- Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience.
- Collaborate with team members in a virtual team environment to extend field experience to different client situations.
- 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.
- Helping to serve as a bridge between the Rimini Street Development team, the Support Staff and Rimini Street Clients.
- Provide in-depth knowledge of the Support delivery process to prospects.
- 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.
- Be a pro-active contributor to a 24x7x365 running support organization, this will require working flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours.
- Other job-related duties and responsibilities may be assigned from time to time.
Education and Qualifications
- Bachelor and/or master’s degree in business administration, computer science or another related field is desirable but not required.
- ITIL certification would be desirable.
Location
Experience
- We seek a strong leader who has the technical abilities and experience, business maturity, executive stature, presence, and personal dynamics to have a positive impact on Rimini Street and Oracle Application Team’s success.
- 10+ years relevant experience in Oracle Applications products including direct engagement with clients.
- 5+ years’ experience in managing or leading a team of engineers.
Qualifications and Skills
- Hands-on in-depth working knowledge on one or more Oracle Applications products, including Oracle EBS Suite, Oracle Agile, Oracle Retail, Hyperion, PeopleSoft, JD Edwards, Siebel.
- Deep knowledge of Technology Stack used by Oracle Applications products such as Oracle Forms, Reports, OA Framework, ADF & Workflow.
- Knowledge of localizations, architecture, implementation, and key functionality.
- Experience in full life-cycle implementations, configuration and administration, support, and enhancements.
- Knowledge of Oracle maintenance/patching mechanics.
- Demonstrable history solving complex problems across multiple areas/products.
- Passionate focus on customer support and the ability to build long term, successful working relationships with Clients.
- Self-confident with ability to work with and influence senior management both internally and with the Client.
- Demonstrated ability to build and lead teams of various size in delivery of services to customer, including leading remote or offshore resources.
- Strong leadership, facilitation, negotiation, mentoring and personnel management experience.
- Strongly focused on quality, customer success and driven by results.
- Ability to build and maintain strong relationships, gaining trust and confidence as a strategic partner from all levels within Rimini.
- Strong work ethic and team player with a positive “do what it takes” attitude.
- Outstanding analytical skills and strong ability to interpret and present key findings and recommendations.
- Problem solver, team leader, relationship builder and strong communicator.
- Excellent written, oral and presentation skills.
- Ability to coach colleagues at an engagement level.
