Description:
The Manager, Application Support is a member of the Acumatica Application Support organization and reports directly to the Director of Application Support. This role combines technical expertise with people leadership, dedicating approximately 30% of time to providing advanced technical support to Acumatica customers and partners, while leading a team of Support Engineers to deliver exceptional customer service and operational excellence.
The successful candidate will possess strong leadership, communication, coaching, prioritization, and conflict-resolution skills, along with a proven ability to drive team performance and customer satisfaction in a fast-paced environment.
Key Responsibilities
Team Leadership & Operations
- 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.
- Ensure adequate team coverage to meet incoming support demand and service-level commitments.
- Conduct regular one-on-one meetings, performance reviews, and career development discussions with team members.
- Identify training and development needs and ensure appropriate coaching, mentoring, and learning opportunities are available.
- Foster a positive, collaborative, and customer-focused team culture.
- Interview, hire, onboard, and retain high-performing support professionals.
Technical Support & Escalation Management
- Provide advanced technical support to Acumatica customers and partners, handling complex and high-priority cases.
- Serve as an escalation point for challenging technical issues and ambiguous situations.
- 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.
Process Improvement & Collaboration
- 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.
- 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.
Qualifications
Required Qualifications
- 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.