Acumatica

Acumatica

Manager, ERP Application Support (Distribution)

Westerville, OH, United States

Sponsorship not specified$115k-$130kDetected 21 days ago
AccountingSAPSupply ChainProcess ImprovementERPPerformance ManagementCustomer SuccessCustomer SupportResearchLeadershipCommunicationCollaborationProblem SolvingMentoringNetSuite

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.

Responsibilities

  • 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.

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 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.

Nice to have

  • 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.
  • These awards are allocated based on individual performance.
  • In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role.

Compensation

  • $115k-$130k

Benefits

  • 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.

Company info

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