Manager growing PressReader’s digital publishing partner portfolio and Editions+ products. Driving engagement, subscriptions, platform improvements, and strategic client relationships.
About the role
- Manager leading technical support teams for Acumatica, a cloud ERP software company. Overseeing customer escalations, support operations, coaching, and process improvement.
Responsibilities
- 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 team coverage meets 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, and customer-focused team culture
- Interview, hire, onboard, and retain high-performing support professionals
- 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
- Coordinate with Engineering, Product Management, Documentation, and other cross-functional teams to resolve customer issues
- Ensure support cases meet 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 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
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 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/life balance
- Exceptional professional and financial growth potential
- Flexible deployment options mentioned as part of the company’s product offering
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Experience level
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