Senior ERP Support Manager

Sylogist

2d•Remote

About The Position

Sylogist is looking for an ERP Support Manager to lead our customer care and technical support function across multiple software product lines, including ERP, CRM, portal, and public sector solutions. Reporting to the Director of Customer Care, this role will lead support operations through product-line leads and support professionals. The successful candidate will help improve support processes, strengthen team accountability, manage escalations, reduce ticket resolution times, and ensure customers receive timely, thoughtful, and effective support. This is a hands-on support leadership role. The ERP Support Manager will lead the team, but must also be willing to roll up their sleeves when needed. This includes jumping into complex escalations, reviewing ticket details, helping diagnose ERP and accounting-related issues, guiding troubleshooting efforts, and communicating directly with customers when additional leadership support is required. The ideal candidate has experience leading customer-facing software support teams and brings a strong foundation in Microsoft Dynamics 365 Business Central, Dynamics NAV, or similar ERP/accounting platforms. Strong accounting knowledge is essential, as many of the most complex support issues involve financial processes, accounting workflows, and business-critical customer operations.

Requirements

3+ years of experience leading customer-facing software support teams
Experience managing support leads, supervisors, team leads, or other people leaders
Experience managing or supporting teams working with Microsoft Dynamics 365 Business Central, Dynamics NAV, or similar ERP/accounting platforms
Strong understanding of accounting principles, financial processes, and business operations
Experience supporting ERP software customers in a complex business application environment
Hands-on support leadership experience, with the ability to jump into complex tickets, escalations, customer calls, and ERP/accounting-related troubleshooting when needed
Experience managing support queues, escalations, SLAs, and customer satisfaction metrics
Proven ability to improve support processes, team accountability, and operational performance
Strong customer-facing communication skills, including the ability to handle escalated or frustrated customers with professionalism and calm
Experience working cross-functionally with Product, Development, Customer Success, or Professional Services teams
Strong analytical, troubleshooting, and problem-solving skills
Excellent verbal and written communication skills

Nice To Haves

Fund accounting experience
Experience supporting nonprofit, public sector, municipal, education, or government customers
Experience with Zendesk, Jira, or similar support/ticketing platforms
Experience in a SaaS software environment
Familiarity with SDLC, software implementations, product releases, and defect management processes
Experience with Microsoft Dynamics 365 Customer Engagement, Power Platform, CRM systems, or customer portal technologies
Experience leading remote or geographically distributed teams

Responsibilities

Lead, coach, mentor, and develop support leads and support professionals across multiple product lines
Foster a collaborative, accountable, and customer-centric team culture
Set clear expectations for team performance, communication, ownership, and follow-through
Conduct performance reviews and provide ongoing coaching and feedback
Support recruiting, onboarding, training, and development across the support organization
Assess team performance and capabilities, making recommendations for improvement where needed
Serve as a leadership escalation point for complex customer issues and high-priority support situations
Jump into escalations when needed by reviewing ticket details, joining customer conversations, and helping guide troubleshooting efforts
Help support leads and team members work through ERP, accounting, product, and customer-related challenges
Help determine whether issues are related to configuration, user process, accounting workflow, data, product defects, training gaps, or other root causes
Provide support coverage and leadership assistance during periods of increased ticket volume, team absences, or urgent escalations
Oversee day-to-day support operations, ticket queues, workloads, escalations, and service levels
Ensure customer issues are prioritized, assigned, and resolved in accordance with established SLAs
Identify and implement process improvements that reduce ticket response and resolution times
Review support metrics and operational trends to identify opportunities for improvement
Perform root cause analysis on recurring support issues and help implement long-term corrective actions
Improve support workflows, documentation, procedures, and day-to-day operating practices
Partner with Product, Development, Customer Success, and Professional Services teams to resolve customer issues effectively
Ensure product defects, recurring issues, and enhancement opportunities are documented, communicated, and tracked appropriately
Provide feedback on customer pain points, product usability, training resources, and documentation gaps
Support effective communication between customer-facing teams and technical/product teams