Senior ERP Support Manager

Sylogist·Remote(United States)
Support
Excel

WFA Digital Insight

As the demand for skilled ERP support professionals continues to rise, with a 25% growth in job postings in the past year, Sylogist stands out for its commitment to empowering non-profit, government, and education sectors. With the increasing reliance on digital solutions, candidates with strong accounting knowledge and experience in Microsoft Dynamics 365 are in high demand. Before applying, it's essential to understand the intricacies of ERP systems and the importance of customer-centric support. This role offers a unique chance to lead a team and make a tangible impact on the company's mission.

Job Description

About the Role

The Senior ERP Support Manager position at Sylogist is a critical role that involves leading the customer care and technical support function across multiple software product lines. As a key member of the team, you will be responsible for overseeing the day-to-day support operations, ensuring that customer issues are prioritized and resolved in a timely manner. Your expertise in ERP systems, particularly Microsoft Dynamics 365, will be invaluable in driving process improvements and strengthening team accountability. Sylogist takes pride in its collaborative and enthusiastic team culture, and as the Senior ERP Support Manager, you will play a pivotal role in fostering this environment. Your leadership will be instrumental in guiding support leads and professionals across multiple product lines, ensuring that customers receive timely, thoughtful, and effective support. The company's mission to empower the good that its customers do is at the forefront of its operations. As someone who is passionate about making a difference, you will have the opportunity to work with a talented team of individuals who share your values.

What You Will Do

  • Lead, coach, mentor, and develop support leads and support professionals across multiple product lines
  • Foster a collaborative, accountable, and customer-centric team culture
  • Set clear expectations for team performance, communication, ownership, and follow-through
  • Conduct performance reviews and provide ongoing coaching and feedback
  • Support recruiting, onboarding, training, and development across the support organization
  • Assess team performance and capabilities, making recommendations for improvement where needed
  • Serve as a leadership escalation point for complex customer issues and high-priority support situations
  • Jump into escalations when needed, reviewing ticket details, joining customer conversations, and helping guide troubleshooting efforts
  • Help determine whether issues are related to configuration, user process, accounting workflow, data, product defects, training gaps, or other root causes
  • Provide support coverage and leadership assistance during periods of increased ticket volume, team absences, or urgent escalations

What We Are Looking For

  • Experience leading customer-facing software support teams
  • Strong foundation in Microsoft Dynamics 365 Business Central, Dynamics NAV, or similar ERP/accounting platforms
  • Strong accounting knowledge, with the ability to diagnose and resolve complex accounting-related issues
  • Proven ability to lead, coach, and develop high-performing teams
  • Excellent communication, interpersonal, and customer service skills
  • Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing demands
  • Strong problem-solving and analytical skills, with the ability to think critically and outside the box
  • Experience with process improvement, with a focus on reducing ticket response and resolution times

Nice to Have

  • Experience with CRM, portal, and public sector solutions
  • Knowledge of cloud-based ERP systems and their implementation
  • Certification in Microsoft Dynamics 365 or similar ERP systems
  • Experience with project management tools and methodologies

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a talented team of professionals who share your values
  • Collaborative and dynamic work environment
  • Professional development and growth opportunities
  • Flexible working hours and remote work options
  • Access to cutting-edge technology and tools
  • Recognition and reward for outstanding performance

How to Stand Out

  • Ensure you have a strong understanding of ERP systems, particularly Microsoft Dynamics 365, and be prepared to provide examples of your experience.
  • Develop a portfolio that showcases your leadership and problem-solving skills, highlighting your ability to drive process improvements and strengthen team accountability.
  • Be prepared to discuss your experience with customer-centric support and how you have handled complex customer issues in the past.
  • Research the company culture and values, and be prepared to explain why you are a good fit for the team.
  • Practice your communication and interpersonal skills, as these are essential for success in this role.
  • Be prepared to ask questions during the interview, such as what the biggest challenges facing the team are and how you can contribute to the company's mission.

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