Manager, ERP Application Support – Distribution
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Job Description
ERP application support manager leading technical support teams for Acumatica’s cloud ERP platform. Resolving complex customer issues and improving support operations.
Responsibilities:
- Lead, coach, and develop a team of Application Support Engineers
- Oversee day-to-day support operations, including case assignment, workload balancing, escalation management, and resource planning
- Ensure adequate team coverage for incoming support demand and service-level commitments
- Conduct one-on-one meetings, performance reviews, and career development discussions
- Identify training and development needs and provide coaching, mentoring, and learning opportunities
- Foster a positive, collaborative, customer-focused team culture
- Interview, hire, onboard, and retain high-performing support professionals
- Provide advanced technical support for complex and high-priority customer and partner cases, approximately 30% of the role
- Serve as an escalation point for challenging technical issues and ambiguous situations
- Coordinate issue resolution with Engineering, Product Management, Documentation, and other cross-functional teams
- Ensure cases comply with established SLAs and customer satisfaction objectives
- Maintain expertise in Acumatica products and related technologies
- Analyze support processes and recommend operational enhancements
- Monitor team performance metrics and implement improvements to efficiency, quality, and customer outcomes
- Promote best practices in case management, troubleshooting, knowledge sharing, and customer communication
- Collaborate with leadership and cross-functional stakeholders to improve product quality and customer experience
- Perform additional duties and special projects as assigned
Requirements:
- Bachelor's degree in Information Technology, Management Information Systems, Business Administration, Computer Science, or a related field
- 5+ years of experience supporting, implementing, or consulting on ERP or enterprise business software solutions such as Acumatica, Odoo, SAP, or NetSuite within Manufacturing, Supply Chain, or Distribution industries
- 3+ years of people management experience leading technical support, customer success, consulting, or related teams
- Strong analytical, troubleshooting, and problem-solving skills
- Ability to prioritize competing demands and make sound decisions in a fast-paced environment
- Excellent verbal and written communication skills
- Leadership, coaching, mentoring, and conflict-resolution capabilities
- Ability to work effectively independently and collaboratively across departments
- Experience with Acumatica ERP preferred
- Knowledge of ERP business processes, accounting principles, and operational workflows preferred
- Understanding of software development lifecycle (SDLC) and software support processes preferred
- Experience working with distributed or global support organizations preferred
- Positive, customer-centric attitude with a commitment to continuous improvement preferred
Benefits:
- Work remotely
- Work/life balance
- Exceptional professional growth potential
- Exceptional financial growth potential
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