Manager, ERP Application Support – Distribution

🔥 0 minutes ago

🌐 Serbia, Canada – Remote

🇷🇸 Serbia – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Acumatica

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2008

🏭 Manufacturing

💼 Consulting

📦 Logistics

💰 $25M Series C on 2018-06

Manufacturing • Consulting • Logistics

Acumatica is a leading provider of cloud-based Enterprise Resource Planning (ERP) software, offering a comprehensive suite of business management applications. Their platform is designed to help midmarket companies streamline operations and improve efficiency through integrated solutions for financial management, construction, distribution, manufacturing, and retail management. Known for its exceptional usability and flexible licensing options, Acumatica provides tools that empower collaboration, automation, and real-time insights across multiple business departments. Their solutions are industry-focused, helping companies connect and manage every aspect of their business in the cloud, enabling growth and innovation through modern, cross-module workflows.

📋 Description

• Lead, coach, and develop a team of Application Support Engineers • Oversee day-to-day support operations, including case assignment, workload balancing, escalation management, and resource planning • Ensure adequate team coverage for incoming support demand and service-level commitments • Conduct one-on-one meetings, performance reviews, and career development discussions • Identify training and development needs and provide coaching, mentoring, and learning opportunities • Foster a positive, collaborative, customer-focused team culture • Interview, hire, onboard, and retain high-performing support professionals • Provide advanced technical support for complex and high-priority customer and partner cases, approximately 30% of the role • Serve as an escalation point for challenging technical issues and ambiguous situations • Coordinate issue resolution with Engineering, Product Management, Documentation, and other cross-functional teams • Ensure cases comply with established SLAs and customer satisfaction objectives • Maintain expertise in Acumatica products and related technologies • Analyze support processes and recommend operational enhancements • Monitor team performance metrics and implement improvements to 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

🎯 Requirements

• 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 such as 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 • Ability to prioritize competing demands and make sound decisions in a fast-paced environment • Excellent verbal and written communication skills • Leadership, coaching, mentoring, and conflict-resolution capabilities • Ability to work effectively independently and collaboratively across departments • Experience with Acumatica ERP preferred • Knowledge of ERP business processes, accounting principles, and operational workflows preferred • Understanding of software development lifecycle (SDLC) and software support processes preferred • Experience working with distributed or global support organizations preferred • Positive, customer-centric attitude with a commitment to continuous improvement preferred

🏖️ Benefits

• Work remotely • Work/life balance • Exceptional professional growth potential • Exceptional financial growth potential