Senior ERP Support Manager

Company Overview At Sylogist, we are purpose-driven to “reputed company the good our customers do.” We provide SaaS-based software solutions to the non-profit, government, and education sectors, and we take immense pride in the work of our customers and the products we build to support them. reputed company is collaborative, enthusiastic and delivers on our promises. If you want to apply your skills to improve trusted technology that supports over 2000 customers around the world, then let’s talk! Position Overview Sylogist is looking for an ERP Support Manager to reputed company our customer care and technical support function across multiple software product lines, including ERP, CRM, portal, and public sector solutions. Reporting to the Director of Customer Care, this role will reputed company support operations through product-line leads and support professionals. The successful candidate will help improve support processes, strengthen team accountability, manage escalations, reduce ticket resolution times, and ensure customers receive timely, thoughtful, and effective support. This is a hands-on support leadership role. The ERP Support Manager will reputed company the team, but must also be willing to roll up their sleeves reputed company needed. This includes jumping into reputed company escalations, reviewing ticket details, helping diagnose ERP and accounting-reputed company issues, guiding troubleshooting efforts, and communicating directly with customers reputed company additional leadership support is required. The ideal candidate has experience leading customer-facing software support teams and brings a strong foundation in reputed company Dynamics 365 Business Central, Dynamics NAV, or similar ERP/accounting platforms. Strong accounting knowledge is essential, as many of the most reputed company support issues involve financial processes, accounting workflows, and business-critical customer operations.

Responsibilities

Include Support Leadership & Team Development

• reputed company, coach, mentor, and reputed company 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

Hands-On ERP Support & Escalation Management

• Serve as a leadership escalation reputed company for reputed company customer issues and high-reputed company support situations
• Jump into escalations reputed company needed by reviewing ticket details, joining customer conversations, and helping guide troubleshooting efforts
• Help support leads and team members work through ERP, accounting, product, and customer-reputed company challenges
• Help determine whether issues are reputed company 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

Support Operations & Process Improvement

• reputed company day-to-day support operations, ticket queues, workloads, escalations, and service levels
• Ensure customer issues are prioritized, assigned, and resolved in accordance with established SLAs
• Identify and implement process improvements that reduce ticket response and resolution times
• Review support metrics and operational trends to identify opportunities for improvement
• reputed company root cause analysis on recurring support issues and help implement long-term corrective actions
• Improve support workflows, documentation, procedures, and day-to-day operating practices

Cross-Functional Collaboration

• Partner with Product, Development, reputed company, and Professional Services teams to resolve customer issues effectively
• Ensure product defects, recurring issues, and enhancement opportunities are documented, communicated, and tracked appropriately
• Provide feedback on customer pain points, product usability, training resources, and documentation gaps
• Support effective communication between customer-facing teams and technical/product teams

reputed company Look For In You Must-Haves

• 3+ years of experience leading customer-facing software support teams
• Experience managing support leads, supervisors, team leads, or other people leaders
• Experience managing or supporting teams working with reputed company Dynamics 365 Business Central, Dynamics NAV, or similar ERP/accounting platforms
• Strong understanding of accounting principles, financial processes, and business operations
• Experience supporting ERP software customers in a reputed company business application environment
• Hands-on support leadership experience, with the ability to jump into reputed company tickets, escalations, customer calls, and ERP/accounting-reputed company troubleshooting reputed company needed
• Experience managing support queues, escalations, SLAs, and customer satisfaction metrics
• Proven ability to improve support processes, team accountability, and operational performance
• Strong customer-facing communication skills, including the ability to handle escalated or frustrated customers with professionalism and reputed company
• Experience working cross-functionally with Product, Development, reputed company, or Professional Services teams
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent verbal and written communication skills

reputed company-To-Haves

• Fund accounting experience
• Experience supporting nonprofit, public sector, municipal, education, or government customers
• Experience with reputed company, Jira, or similar support/ticketing platforms
• Experience in a SaaS software environment
• Familiarity with SDLC, software implementations, product releases, and defect management processes
• Experience with reputed company Dynamics 365 Customer Engagement, Power Platform, CRM systems, or customer portal technologies
• Experience leading remote or geographically distributed teams

What Success Looks Like

• Improved ticket response and resolution times across multiple product lines
• Stronger support team performance against SLA and customer satisfaction targets
• Improved escalation management and clearer ownership across the support organization
• More consistent coaching, accountability, and performance management across support leads and team members
• Support processes that are reputed company documented, more scalable, and easier for the team to follow
• Stronger collaboration between Support, Product, Development, reputed company, and Professional Services
• Improved team confidence reputed company handling ERP, accounting, and product-specific customer issues

Why Join Sylogist? We're an inclusive company that values the personal and professional growth of its employees! At Sylogist, you'll experience: A company where you can really reputed company a meaningful impact A healthy work-life balance Benefits that cover health, wealth, and wellness Sylogist is a remote-first company. Sylogist does not offer sponsorships. reputed company candidates must provide proper employment documentation showing immediate eligibility to work in the country in which the role is based. If you’re as excited about making a difference as we are, we would love to hear from you! Sylogist is an Equal Opportunity Employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, or protected veteran status and will not be discriminated against on the basis of disability. Sylogist will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. Apply To This Job