Manager, ERP Application Support (Distribution)

About Acumatica

Acumatica is a pioneering company specializing in cloud-based ERP solutions that support the growth of small and mid-sized businesses globally. Recognized by leading industry analysts, Acumatica's platform is designed to meet real business needs with intelligent workflows and superior usability, aiding organizations to manage risks, anticipate market changes, and pursue new opportunities. The company values collaboration, customer service, and fostering a community among partners and users, with a culture that prizes work-life balance, efficiency, and innovation. Acumatica was acquired by Vista Equity Partners in 2025.

Role Summary

The Manager of Application Support at Acumatica oversees a team focused on delivering exceptional technical support for ERP solutions, dedicating roughly 30% of their time to hands-on complex technical case resolution. Reporting to the Director of Application Support, this leader facilitates team performance, ensures operational success, and enhances customer satisfaction in a demanding environment.

Key Responsibilities

• Lead, mentor, and develop a team of Application Support Engineers to excel in performance and customer service.
• Manage daily support operations, including assignment of cases, workload distribution, escalation processes, and team resourcing.
• Guarantee sufficient team allocation to fulfil support demands and meet service level agreements.
• Conduct regular performance evaluations and foster career growth opportunities.
• Identify and address training needs to promote continuous learning.
• Create a collaborative and customer-focused team atmosphere.
• Recruit and onboard skilled support staff and work on retention strategies.
• Provide advanced technical assistance for challenging support issues and serve as a primary escalation contact.
• Collaborate closely with other departments to resolve customer cases promptly within SLA guidelines.
• Analyze and refine support processes to boost efficiency and quality.
• Monitor team metrics and implement improvement initiatives.
• Promote best practices in case handling, troubleshooting, and documentation.
• Engage with leadership and stakeholders to enhance product quality and customer experience.
• Take on special projects and additional responsibilities as assigned.

Qualifications

• Bachelor’s degree in IT, Management Information Systems, Business Administration, Computer Science, or related disciplines.
• A minimum of five years’ experience supporting or consulting on ERP/business software like Acumatica, Odoo, SAP, or NetSuite, preferably within manufacturing, supply chain, or distribution sectors.
• At least three years managing technical teams in customer support, consulting, or related fields.
• Strong analytical and problem-solving skills with excellent communication abilities.
• Proven leadership skills including coaching, mentoring, and handling conflicts.
• Ability to prioritize effectively and make decisions under pressure.
• Preferred familiarity with Acumatica ERP, ERP processes, accounting principles, software SDLC, and experience in global support teams.
• Demonstrated customer-focused mindset and commitment to ongoing improvement.

Compensation & Benefits

The salary for this position ranges between 115000 and 130000 USD annually, adjusted according to experience and qualifications. Additional rewards may include annual bonuses, stock options, and sales incentives based on role.

Additional Information

Acumatica is an equal opportunity employer and embraces diversity and inclusion, providing accommodations for applicants with disabilities. US-based employees have access to comprehensive healthcare, disability coverage, life insurance, retirement plans with company match, and paid time off. Employment benefits may vary by country.