Manager, ERP Application Support (Distribution)

Acumatica, Inc.; Westerville, Northern (OH, KY); Hybrid; USD 130,000 - 145,000; Full time

Benefits offered by this job

Annual bonus

Stock options

Healthcare benefits

Job summary

Acumatica is seeking a Senior Manager of ERP Application Support (Distribution) to lead a multi-team ERP support function, aligning customer outcomes with product and services across regions. The role drives strategy, capacity planning, and escalation management while ensuring scalable, high-quality support.

The ideal candidate has extensive ERP and cloud services experience, strong leadership skills, and a track record of improving support performance across large teams.

Qualifications

• Eight+ years of experience supporting, implementing, or operating ERP/SaaS/enterprise applications.
• Five+ years of progressive people-management experience in technical or customer-support related environments.
• Proven ability to lead multiple teams or a large, complex support function; experience developing first-line leaders preferred.
• Demonstrated ability to translate strategy into priorities, plans, and execution across teams.
• Strong understanding of ERP processes, cloud services, and customer impact of issues.

Responsibilities

• Lead a multi-team Application Support organization spanning products, regions, or coverage models; establish direction and accountability.
• Translate support strategy into coordinated operating plans and measurable objectives.
• Lead through managers and senior contributors; define decision rights and expectations.
• Build organizational capability via workforce planning, leadership development, and performance management.
• Own service performance: response times, backlog health, resolution time, CSAT, and knowledge usage.
• Sponsor scalable improvements in self-service, knowledge, and automation to improve outcomes.

Skills

ERP systems

SaaS platforms

Accounting processes

Enterprise applications

Leadership

Education

Bachelor's degree in Information Technology / Computer Science / MIS / Accounting / Finance / Business

Job description

Senior Manager, ERP Application Support (Distribution)

• Full-time

Acumatica is a company on a mission. 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.

Acumatica is different by design and purposely built to help small and midsized companies thrive in today’s digital economy. Our industry-specific business management solution is engineered to address real-world needs—featuring intelligent workflows and market-leading usability that enable companies to manage risk, anticipate disruption, and seize new opportunities. Our principled business practices, growth-friendly licensing, and flexible deployment options put organizations in control of their own future. Acumatica is more than just a product—we are a community of partners, customers, and creators committed to elevating business performance. Our ecosystem is driven by collaboration, merging leading technology and real-world insights to put organizations control of their 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.

Acumatica’s culture is collaborative and high-energy. We are passionate about our product and our mission, and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Acumatica offers exceptional professional and financial growth potential. To learn more about Acumatica’s mission, please visit:http://www.acumatica.com.

The Senior Manager, Application Support leads a multi-team ERP support organization or a large, complex support function and is accountable for customer, service, people, and operational outcomes at scale. Building on the Manager role, the Senior Manager translates Customer Support strategy into aligned priorities, operating plans, investment choices, and management rhythms across teams, products, regions, or coverage models. The role leads through Managers and other leaders where present, strengthens leadership capability and succession, and balances near-term service delivery with longer-term organizational health and scalability. The Senior Manager represents support performance, customer risk, capacity, and improvement needs to senior leaders and partners with Product, R&D/Engineering, Quality Assurance, Cloud Operations, Professional Services, Customer Success, Sales, and Partners to improve product supportability and the end-to-end customer experience. The role provides executive oversight during critical customer or service events but does not maintain a routine case portfolio.

Key responsibilities

• Lead a multi-team Application Support organization or a large, complex support function spanning products, regions, customer segments, or coverage models; establish clear direction, shared priorities, accountability, and an inclusive customer-focused culture.
• Translate Customer Support and business strategy into coordinated annual and quarterly operating plans, measurable objectives, resource priorities, and execution roadmaps across the assigned organization.
• Lead through Managers, Associate Managers, team leads, and senior individual contributors where present; define decision rights, set management expectations, and strengthen leadership effectiveness and consistency across teams.
• Build organizational capability through workforce planning, leadership development, talent reviews, hiring, retention, performance management, and timely action on capability or conduct gaps.
• Own service performance across the organization, including response and follow-up service levels, backlog health, resolution time, reopen rate, escalation quality, customer satisfaction, knowledge use, productivity, coverage resilience, and other approved KPIs.
• Establish operating rhythms that connect team-level execution to organizational outcomes, including performance reviews, risk reviews, capacity planning, talent reviews, improvement governance, and clear follow-through on decisions.
• Use multi-team performance signals, customer feedback, financial data, and product trends to identify systemic opportunities, make informed tradeoffs, and drive measurable improvements in customer and business outcomes.
• Anticipate and manage cross-team dependencies, capacity constraints, skill gaps, service continuity risks, and competing priorities; adjust plans early and escalat material risks with options and recommendations.
• Provide executive oversight for critical, widespread, or strategically sensitive customer escalations and service incidents; ensure clear leadership, decision paths, communications, recovery plans, and post-incident accountability.
• Sponsor structured problem management and root-cause improvement across teams by connecting recurring cases, defects, outages, escalation drivers, customer feedback, and supportability gaps to durable corrective and preventive actions.
• Set organizational expectations for case quality, customer communication, knowledge-centered support, escalation readiness, resolution validation, release readiness, and consistent use of approved support practices.
• Partner with Product, R&D/Engineering, Quality Assurance, Cloud Operations, Documentation, Professional Services, Customer Success, Sales, and Partners to align priorities, resolve systemic issues, and influence product, service, documentation, training, and lifecycle decisions.
• Lead the support organization through product, system, process, coverage, or organizational change; communicate context, address concerns, remove barriers, and maintain delivery and engagement through transitions.
• Sponsor scalable improvements in self-service, knowledge, service analytics, quality, automation, and responsible AI-assisted support; define business outcomes, governance, adoption measures, and benefits realization.

Required Qualifications

• Typically eight or more years of experience supporting, implementing, consulting on, or operating ERP, SaaS, accounting, or other complex enterprise business applications.
• Typically five or more years of progressive people-management experience in technical support, customer support, consulting, customer success, managed services, or a related environment.
• Demonstrated success leading multiple teams or a large, complex support function; experience managing Managers or developing first-line leaders is strongly preferred.
• Proven ability to execute functional strategy into aligned priorities, operating plans, measurable goals, resource decisions, and coordinated execution across teams.
• Strong understanding of ERP business processes and products, accounting or operational workflows, integrations, data, cloud services, and the customer impact of business-critical application issues.
• A record of improving support performance using service, customer, quality, workforce, product, and financial insights across multiple teams.
• Demonstrated leadership of critical customer escalations, major incidents, cross-functional problem solving, executive communications, and post-incident corrective actions.
• Strong organizational design, workforce planning, succession, leadership development, performance management, conflict resolution, and change leadership capability.
• Excellent judgment, prioritization, analytical, facilitation, negotiation, and communication skills, including the ability to influence senior stakeholders and make difficult tradeoffs.
• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, Accounting, Finance, Business, or a related field, or equivalent practical experience.

Acumatica is an affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [emailprotected]. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Emails sent for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

For this role, the salary range is $130,000-145,000 annually. This range represents the low and high end of the salary range for this job and may vary based on location. The actual salary offer will carefully consider a wide range of factors, including skills, qualifications, experience and other relevant elements.

At Acumatica, certain roles are eligible for additional rewards, including annual bonus and stock. 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.

• Benefits/perks listed here may vary depending on the nature of your employment with Acumatica and the country where you work.
• US-based employees gain access to healthcare benefits (medical, dental and vision insurance for you and your dependents), employer paid Short-term/Long-term Disability and Basic life insurance, 401(k) plan and company match and PTO, among others.

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