Manager, ERP Application Support – Distribution

This is a fully remote position, open to applicants in Serbia, +1 more country.

📋 Description

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

• Manage daily support operations, including case distribution, workload management, escalation handling, and resource allocation.

• Ensure the team is adequately staffed to meet incoming support requests and fulfill service-level agreements.

• Conduct individual meetings, performance evaluations, and discussions regarding career growth.

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

• Promote a positive, collaborative, and customer-centric team environment.

• Recruit, hire, onboard, and retain support professionals.

• Provide expert technical assistance to Acumatica customers and partners, constituting about 30% of the role.

• Act as an escalation point for complex technical challenges.

• Coordinate resolution of issues with Engineering, Product Management, Documentation, and other cross-functional teams.

• Ensure that support cases comply with SLAs and meet customer satisfaction goals.

• Maintain proficiency in Acumatica products and related technologies.

• Evaluate support processes and suggest operational improvements.

• Track team performance metrics and implement enhancements for efficiency, quality, and customer outcomes.

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

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

• Undertake additional responsibilities and special projects as assigned.

⛳️ 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 within Manufacturing, Supply Chain, or Distribution sectors.

• More than 3 years of leadership experience managing technical support, customer success, consulting, or similar teams.

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

• Capacity to prioritize competing demands and make informed decisions in a dynamic environment.

• Exceptional verbal and written communication skills.

• Proven leadership, coaching, mentoring, and conflict-resolution skills.

• Ability to work efficiently 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.

• Knowledge of the software development lifecycle (SDLC) and software support processes is preferred.

• Experience working with distributed or global support organizations is preferred.

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

🏝️ Benefits

• Opportunity to work remotely.

• Emphasis on work/life balance.

• Exceptional potential for professional and financial growth.