Manager, ERP Application Support – Distribution

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead, mentor, and advance a team of Application Support Engineers.

• Manage daily support operations, which include case assignment, workload distribution, escalation management, and resource planning.

• Ensure that team coverage aligns with incoming support demands and service-level agreements.

• Conduct individual meetings, performance evaluations, and discussions on career development.

• Identify training and development requirements, providing coaching, mentoring, and learning opportunities.

• Cultivate a positive, collaborative, and customer-oriented team culture.

• Interview, hire, onboard, and retain high-achieving support professionals.

• Deliver advanced technical support to Acumatica customers and partners, managing complex and high-priority cases.

• Act as an escalation resource for difficult technical issues and unclear situations.

• Collaborate with Engineering, Product Management, Documentation, and other cross-functional teams to address customer concerns.

• Ensure support cases adhere to established SLAs and customer satisfaction goals.

• Maintain proficiency in Acumatica products and associated technologies.

• Analyze support processes and suggest operational improvements.

• Track team performance metrics and execute strategies to enhance efficiency, quality, and customer outcomes.

• Advocate best practices in case management, troubleshooting, knowledge sharing, and customer communication.

• Work with leadership and cross-functional stakeholders to enhance product quality and customer experience.

• Undertake additional responsibilities and special projects as directed.

⛳️ Requirements

• Bachelor's degree in Information Technology, Management Information Systems, Business Administration, Computer Science, or a related discipline.

• Over 5 years of experience in supporting, implementing, or consulting on ERP or enterprise business software solutions like Acumatica, Odoo, SAP, or NetSuite in the Manufacturing, Supply Chain, or Distribution sectors.

• At least 3 years of experience in people management, overseeing technical support, customer success, consulting, or similar teams.

• Strong analytical, troubleshooting, and problem-solving abilities.

• Capability to prioritize competing demands and make informed decisions in a fast-paced environment.

• Exceptional verbal and written communication skills.

• Skills in leadership, coaching, mentoring, and conflict resolution.

• Ability to work effectively both independently and collaboratively across various departments.

• Experience with Acumatica ERP is preferred.

• Familiarity with ERP business processes, accounting principles, and operational workflows is preferred.

• Understanding of the software development lifecycle and software support processes is preferred.

• Experience working within distributed or global support teams is preferred.

• A positive, customer-focused mindset with a dedication to continuous improvement is preferred.

🏝️ Benefits

• Work/life balance.

• Exceptional opportunities for professional and financial growth.

• Flexible deployment options included in the company’s product offering.