Senior Manager, ERP Application Support (Distribution)

Acumatica•Westerville, OH

43d•$130,000 - $145,000

About The Position

The Senior Manager, Application Support leads a multi-team ERP support organization or a large, complex support function and is accountable for customer, service, people, and operational outcomes at scale. Building on the Manager role, the Senior Manager translates Customer Support strategy into aligned priorities, operating plans, investment choices, and management rhythms across teams, products, regions, or coverage models. The role leads through Managers and other leaders where present, strengthens leadership capability and succession, and balances near-term service delivery with longer-term organizational health and scalability. The Senior Manager represents support performance, customer risk, capacity, and improvement needs to senior leaders and partners with Product, R&D/Engineering, Quality Assurance, Cloud Operations, Professional Services, Customer Success, Sales, and Partners to improve product supportability and the end-to-end customer experience. The role provides executive oversight during critical customer or service events but does not maintain a routine case portfolio.

Requirements

Typically eight or more years of experience supporting, implementing, consulting on, or operating ERP, SaaS, accounting, or other complex enterprise business applications.
Typically five or more years of progressive people-management experience in technical support, customer support, consulting, customer success, managed services, or a related environment.
Demonstrated success leading multiple teams or a large, complex support function; experience managing Managers or developing first-line leaders is strongly preferred.
Proven ability to execute functional strategy into aligned priorities, operating plans, measurable goals, resource decisions, and coordinated execution across teams.
Strong understanding of ERP business processes and products, accounting or operational workflows, integrations, data, cloud services, and the customer impact of business-critical application issues.
A record of improving support performance using service, customer, quality, workforce, product, and financial insights across multiple teams.
Demonstrated leadership of critical customer escalations, major incidents, cross-functional problem solving, executive communications, and post-incident corrective actions.
Strong organizational design, workforce planning, succession, leadership development, performance management, conflict resolution, and change leadership capability.
Excellent judgment, prioritization, analytical, facilitation, negotiation, and communication skills, including the ability to influence senior stakeholders and make difficult tradeoffs.
Bachelor's degree in Information Technology, Computer Science, Management Information Systems, Accounting, Finance, Business, or a related field, or equivalent practical experience.

Responsibilities

Lead a multi-team Application Support organization or a large, complex support function spanning products, regions, customer segments, or coverage models; establish clear direction, shared priorities, accountability, and an inclusive customer-focused culture.
Translate Customer Support and business strategy into coordinated annual and quarterly operating plans, measurable objectives, resource priorities, and execution roadmaps across the assigned organization.
Lead through Managers, Associate Managers, team leads, and senior individual contributors where present; define decision rights, set management expectations, and strengthen leadership effectiveness and consistency across teams.
Build organizational capability through workforce planning, leadership development, talent reviews, hiring, retention, performance management, and timely action on capability or conduct gaps.
Own service performance across the organization, including response and follow-up service levels, backlog health, resolution time, reopen rate, escalation quality, customer satisfaction, knowledge use, productivity, coverage resilience, and other approved KPIs.
Establish operating rhythms that connect team-level execution to organizational outcomes, including performance reviews, risk reviews, capacity planning, talent reviews, improvement governance, and clear follow-through on decisions.
Use multi-team performance signals, customer feedback, financial data, and product trends to identify systemic opportunities, make informed tradeoffs, and drive measurable improvements in customer and business outcomes.
Anticipate and manage cross-team dependencies, capacity constraints, skill gaps, service continuity risks, and competing priorities; adjust plans early and escalate material risks with options and recommendations.
Provide executive oversight for critical, widespread, or strategically sensitive customer escalations and service incidents; ensure clear leadership, decision paths, communications, recovery plans, and post-incident accountability.
Sponsor structured problem management and root-cause improvement across teams by connecting recurring cases, defects, outages, escalation drivers, customer feedback, and supportability gaps to durable corrective and preventive actions.
Set organizational expectations for case quality, customer communication, knowledge-centered support, escalation readiness, resolution validation, release readiness, and consistent use of approved support practices.
Partner with Product, R&D/Engineering, Quality Assurance, Cloud Operations, Documentation, Professional Services, Customer Success, Sales, and Partners to align priorities, resolve systemic issues, and influence product, service, documentation, training, and lifecycle decisions.
Lead the support organization through product, system, process, coverage, or organizational change; communicate context, address concerns, remove barriers, and maintain delivery and engagement through transitions.
Sponsor scalable improvements in self-service, knowledge, service analytics, quality, automation, and responsible AI-assisted support; define business outcomes, governance, adoption measures, and benefits realization.