Manager, ERP Application Support (Distribution)

About the role

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.

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.

Qualifications

• 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.

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.
• A positive, customer-centric attitude with a commitment to continuous improvement.