Manager, ERP Application Support (Distribution)

Acumatica

18d

About The Position

The Manager, Application Support is part of Acumatica’s Application Support organization and reports to the Director of Application Support. The role combines technical expertise with people leadership, spending approximately 30% of its time providing advanced technical support to Acumatica customers and partners while leading a team of Support Engineers to deliver strong customer service and operational excellence. The successful candidate will use leadership, communication, coaching, prioritization, and conflict-resolution skills to drive team performance and customer satisfaction in a fast-paced environment. The position oversees daily support operations, manages escalations and service commitments, develops team members, and collaborates across departments to improve support processes, product quality, and customer experience.

Requirements

Bachelor's degree in Information Technology, Management Information Systems, Business Administration, Computer Science, or a related field.
At least 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.
At least 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.

Nice To Haves

Experience with Acumatica ERP.
Knowledge of ERP business processes, accounting principles, and operational workflows.
Understanding of the software development lifecycle (SDLC) and software support processes.
Experience working with distributed or global support organizations.
Positive, customer-centric attitude and commitment to continuous improvement.

Responsibilities

Lead, coach, and develop a team of Application Support Engineers to achieve high performance, quality, and customer satisfaction.
Oversee daily 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 regular 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, and customer-focused team culture.
Interview, hire, onboard, and retain high-performing support professionals.
Provide advanced technical support to customers and partners on complex and high-priority cases.
Serve as an escalation point for challenging technical issues and ambiguous situations.
Coordinate with Engineering, Product Management, Documentation, and other cross-functional teams to resolve customer issues effectively and promptly.
Ensure support cases meet established SLAs and customer satisfaction objectives.
Continuously develop and maintain expertise in Acumatica products and related technologies.
Analyze support processes, identify improvement opportunities, and recommend operational enhancements to support leadership.
Monitor team performance metrics and implement actions to improve 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.