Sylogist - Senior ERP Support Manager

• Support Leadership & Team Development • 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 • Hands-On ERP Support & Escalation Management • Serve as a leadership escalation point for complex customer issues and high-priority support situations • Jump into escalations when 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-related challenges • 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 • Support Operations & Process Improvement • Oversee 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 • Perform 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, Customer Success, 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 • What We Look For In You • 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 Microsoft 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 complex business application environment • Hands-on support leadership experience, with the ability to jump into complex tickets, escalations, customer calls, and ERP/accounting-related troubleshooting when 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 calm • Experience working cross-functionally with Product, Development, Customer Success, or Professional Services teams • Strong analytical, troubleshooting, and problem-solving skills • Excellent verbal and written communication skills • Nice-To-Haves