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.