Manager, ERP Application Support (Distribution)

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.

Key Responsibilities

Team Leadership & Operations

• 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.

Technical Support & Escalation Management

• 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.

Process Improvement & Collaboration

• 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.

Qualifications :

Required Qualifications

• Bachelors 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.

Preferred Qualifications

• 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.

Additional Information :

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability.

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application please e-mail . This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Emails sent for other purposes such as following up on an application or technical issues not related to a disability will not receive a response.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1