Manager, ERP Application Support (Distribution)

Acumatica•Montreal, QC

10d

About The Position

The Manager, Application Support is a member of the Acumatica Application Support organization and reports directly to the Director of Application Support. This role combines technical expertise with people leadership, dedicating approximately 30% of time to providing advanced technical support to Acumatica customers and partners, while leading a team of Support Engineers to deliver exceptional customer service and operational excellence. The successful candidate will possess strong leadership, communication, coaching, prioritization, and conflict-resolution skills, along with a proven ability to drive team performance and customer satisfaction in a fast-paced environment.

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 like 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.
Demonstrated ability to prioritize competing demands and make sound decisions in a fast-paced environment.
Excellent verbal and written communication skills.
Proven leadership, coaching, mentoring, and conflict-resolution capabilities.
Ability to work effectively both independently and collaboratively across departments.

Nice To Haves

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

Responsibilities

Lead, coach, and develop a team of Application Support Engineers to achieve high levels of performance, quality, and customer satisfaction.
Oversee day-to-day support operations, including case assignment, workload balancing, escalation management, and resource planning.
Ensure adequate team coverage to meet incoming support demand and service-level commitments.
Conduct regular one-on-one meetings, performance reviews, and career development discussions with team members.
Identify training and development needs and ensure appropriate coaching, mentoring, and learning opportunities are available.
Foster a positive, collaborative, and customer-focused team culture.
Interview, hire, onboard, and retain high-performing support professionals.
Provide advanced technical support to Acumatica customers and partners, handling complex and high-priority cases.
Serve as an escalation point for challenging technical issues and ambiguous situations.
Drive timely and effective resolution of customer issues by coordinating with Engineering, Product Management, Documentation, and other cross-functional teams.
Ensure support cases are managed in accordance with 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.