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. Required 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 (SDL