Acumatica

Manager, ERP Application Support (Distribution)

Montreal, QC, Canada · Director

Sponsorship not specifiedDetected 41 days ago

Product ManagementAccountingSAPSupply ChainERPCustomer SupportLeadershipCollaborationMentoringNetSuite

About the role

Our ecosystem is driven by collaboration, merging leading technology and real-world insights to put organizations control of their future.
Acumatica's culture is collaborative and high-energy.
We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world.

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.
Interview, hire, onboard, and retain high-performing support professionals.
Technical Support & Escalation Management
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.
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.
Collaborate with leadership and cross-functional stakeholders to improve product quality and customer experience.

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 like Acumatica, Odoo, SAP, or NetSuite within Manufacturing, Supply Chain, or Distribution industries.
Demonstrated ability to prioritize competing demands and make sound decisions in a fast-paced environment.
Proven leadership, coaching, mentoring, and conflict-resolution capabilities.
Ability to work effectively both independently and collaboratively across departments.

Experience with Acumatica ERP.
Knowledge of ERP business processes, accounting principles, and operational workflows.
Positive, customer-centric attitude with a commitment to continuous improvement.
Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled.
Only emails sent for this purpose will be returned.

Our principled business practices, growth-friendly licensing, and flexible deployment options put organizations in control of their own future.
In May of 2025, Acumatica was acquired by Vista Equity Partners, a global investment firm focused on enterprise software, data and technology-enabled businesses.
Ensure adequate team coverage to meet incoming support demand and service-level commitments.
Identify training and development needs and ensure appropriate coaching, mentoring, and learning opportunities are available.

Provide advanced technical support to Acumatica customers and partners, handling complex and high-priority cases.
We are a leading innovator in cloud ERP (Enterprise Resource Planning) solutions with growing businesses worldwide.
But don't take our word for it-read what analysts like G2, IDC, Nucleus Research, and Info-Tech have to say about us.
We are passionate about our product and our mission, and we are loyal to each other and our company.

This listing is sourced directly from Acumatica's careers page and normalized into a canonical job model.