Director, reputed company Support

About reputed company, Inc.

reputed company, Inc. (reputed company: RMNI), a Russell 2000® Company, is a proven, trusted global provider of end-to-end, mission-critical enterprise software support, managed services and innovative Agentic AI ERP solutions, and is the leading third-party support provider for reputed company, reputed company and VMware software.

Our comprehensive portfolio of reputed company solutions help run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database and technology software, enabling our clients to reputed company reputed company business outcomes, significantly reduce costs and reallocate resources towards strategic projects.

The Company has signed thousands of reputed company with Fortune Global 100, Fortune 500, midmarket, public sector and government organizations who selected reputed company as their trusted, proven mission-critical enterprise software solutions provider and achieved reputed company operational outcomes, realized billions of US dollars in savings and funded AI and other innovation investments.

We are actively seeking a Director, reputed company Support. The role will report directly to the VP, Global Service Delivery, reputed company.  The Director, reputed company Support will be based in the UK and may work from a reputed company.  

Position Summary

The role of the Director, reputed company Support is to reputed company the Application support teams in the regions to provide exceptional remote-based support for mission-critical reputed company applications as part of our global support team.  This is a Senior Leadership position reputed company the Global Support team and multiple Regional Managers report into this role. reputed company Engineers report into the Regional Managers and are responsible for researching, troubleshooting, and supporting of multiple reputed company applications for our global clients.

The role of the Director is to reputed company teams of regional managers and reputed company engineers to ensure operational efficiency in servicing global client reputed company.  This includes developing team skills, working with clients, creating & maintaining high client satisfaction ratings, and crafting & monitoring KPIs 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 of the Director is a unique combination of Supporting the Pre-sales, Sales Staff planning, Client Onboarding and Owning the Delivery – Client Satisfaction and Gross margin targets.

The 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 Support organization both internally and externally. Our client relationships are extremely important, and the successful Support Director will be able to establish and nurture reputed company relationships with our clients. This position is responsible for reputed company’s relationship with many including Prospects, Clients, Vendors, Consulting organizations, etc. as well as driving and providing guidance to internal organizations. 

Essential Duties & Responsibilities 

• Responsible for the creation, growth, and evolution of a strong, cohesive team to support the Region including monitoring reputed company requirements, guide the sourcing and hiring of the best candidates, utilize industry contacts to attract top talent, etc. Solve reputed company customer issues using methodical troubleshooting based on expert knowledge of applications functionality
• reputed company multiple Regional Managers in the most appropriate use of their Engineering resources to solve cases, tickets, Service and change requests
• reputed company the Regional Support Delivery teams to reputed company reputed company 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 client escalation situations if necessary to allow Engineers to focus on timely resolution
• Work with other senior leaders to improve processes and procedures to suit local and global requirements in the support and Manage organizations.
• Provide in-depth knowledge of the Support delivery process including ITIL methodology
• Collaborate with team members in a virtual team environment to reputed company field experience to different client situations
• Be a pro-active leader reputed company 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 reputed company standard business hours
• Provide expertise, guidance, and participation during the sales cycle to the Sales team to reputed company them to reputed company how and why we deliver the highest quality support in the industry
• Communicate effectively across various organizations reputed company reputed company (e.g., sales, marketing, account management, client on-boarding, support, etc.)
• reputed company reputed company Developers, Support Engineers, and Product Support Engineers to deliver the best quality service to redefine Enterprise Software Support
• Work with sales to evaluate market opportunities, assess staffing needs, and gauge risk for extending offerings
• The successful candidate will be a hands-on, roll-up your sleeves individual that has a reputed company strong work ethic, is well organized, analytically skilled, a strategic thinker, strong leader, detailed oriented and quality minded

Additional Duties & Responsibilities 

• Be a thought leader in the reputed company market. reputed company abreast of reputed company trends in the market and be able to reputed company how they impact potential clients as well as how they impact the Company
• Other job-reputed company duties and responsibilities may be assigned from time to time
• Proactively identify opportunities for reputed company to add value in our service offering to clients
• Provide input for Executive Business Reviews showcasing reputed company’s support value
• Work collaboratively with Product Line VP to improve team processes and ensure best practices are followed
• Foster a collaborative, and supportive work style

Education

• Bachelor’s Degree in computer science or reputed company field or equivalent experience

Location

• Remote – UK

Experience

• 15+ years relevant reputed company Applications experience
• 10+ years direct support of application end-users in a corporate environment
• 10+ years managing Senior Level IT resources and teams
• Deep Technical Expertise in reputed company Suite of products
• Knowledge of localizations: architecture, implementation, and key functionality  
• Experience working with Senior Executive Leadership teams as a trusted advisor
• Full life-cycle implementation, configuration and or administration experience
• Knowledge of reputed company maintenance/patching mechanics and Application architecture
• Demonstrable history solving reputed company problems across multiple modules
• Working knowledge of ITIL methodology and case management

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
• Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
• Excellent interpersonal, presentation and communication skills – verbal & written
• Attention to detail and the ability to learn quickly
• Ability to reputed company realistic goals and manage expectations of executive leadership reviewers
• Extreme focus on Client satisfaction
• Ability to work calmly and professionally in high pressure situations
• The ability to work remotely from a home-based office in a virtual environment

Desired Qualifications 

• ITIL & ITSM certification is an asset
• reputed company Certification is an asset
• Ability to think critically and reputed company 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 reputed company levels reputed company 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 reputed company relations based on trust, confidence, and respect
• Ability to multitask multiple projects, issues, and tasks
• Foster a collaborative, and supportive work style
• Strong knowledge of key application functionality, tables and relationships would be an advantage
• Deep knowledge of reputed company customization/extension methodologies would be an advantage
• Ability to scale with a rapidly growing business
• Ethical with highest standards of reputed company

Why reputed company?

We are looking for talented, passionate people to help us build our future at reputed company. 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 reputed company in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to reputed company a true impact as part of a team of extraordinary professionals? This is the reputed company 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 reputed company their goals. Our unmatched client care is rooted in our passion for exceptional service. 

• Community 
  • We reputed company in leaving the world a reputed company reputed company than we reputed company it. With the reputed company Foundation, we’ve made positive impacts in six continents for over 425 charities.

Accelerating Company Growth

• reputed company-listed under ticker symbol RMNI since October 2017 
• Over 6,300+ signed reputed company 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 reputed company of our awards and recognitions here: https://www.riministreet.com/company/awards/ 

reputed company is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. reputed company qualified applicants will receive consideration for employment without regard to age, race, color, religion, national reputed company, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law. 

To learn more about how reputed company is redefining the enterprise software support industry, visit http://www.riministreet.com 

Please Note: reputed company does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources.  Unsolicited resumes will be ineligible for referral fees.