Acumatica

• Provide first level direct support to partners and customers by responding promptly to inquiries within established Service Level Agreement objectives • Become highly proficient with using Acumatica’s product suite • Troubleshoot and analyze application-related issues and solve problems over phone/chat and web meetings • Establish and maintain a positive and professional relationship with clients • Analyze customer's business and technical requirements and deliver appropriate solutions • Provide continuing education to clients on how to effectively use Acumatica products in their businesses • Manage client technical service requests • Ensure timely resolution of customer issues, escalating when necessary • Ensure clients receive responses to phone/on-line requests within service level response times, as specified per contractual agreements and in service delivery plans • Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate • Using the Service Desk application, properly reproduce and document client inquiries and reported problems and provide feedback to Acumatica’s R&D and Professional Services & Consulting departments • Share best practices with team members to enhance the quality and efficiency of client support • Participate in individual or team projects, as needed, to expand client support offerings • Document client inquiries and reported problems and provide feedback to Acumatica’s level II support and R&D • Collaborate with other cross-functional team members to discuss customer issues and resolutions and to share best practices • Create Knowledge Base articles for repetitive issues

• plan and manage all aspects of Acumatica Cloud ERP implementations • provide ongoing support & consultation to partners and end-users on their open Acumatica projects • provide best practice recommendations to customers to optimize existing Acumatica processes • conduct root cause analysis on system performance and stability issues and provide recommendations • build and maintain relationships with customers and stakeholders through continuous engagement and support • assist partners or in-house customers with up-front implementation discovery diligence, Project analysis, Scope of work creation, Proposal building, and complex Fit-Gap Analysis • continuous strategy to align customer’s system processes with new product features • support customers by answering challenging application questions, tracking issues that arise during the implementation process • work closely with various departments to leverage their expertise and resources, ensuring effective and timely resolutions to customer issues • follow established processes and tools to document requirements, resolutions and escalations for customer issues • assist with the development and implementation of new or improved service delivery strategies and initiatives • craft, plan, and conduct product and technology presentations for partners and during field events

• Conduct global market research and participate in salary surveys to collect and analyze competitive salary data • Evaluate job positions to determine appropriate classification, salary grades, and FLSA status • Support the administration of core compensation processes, including the annual salary review cycle, merit increases, and bonus/incentive plan calculations • Monitor and ensure strict compliance with a diverse range of global, federal, state, and local labor laws and tax implications related to compensation • Provide consultation and guidance to HR Business Partners, recruiters, and management in various countries on job offers, promotions, and compensation policies • Conduct complex statistical analysis and data mining to identify trends, patterns, and opportunities for improvement or growth • Work closely with cross-functional teams and senior management to understand business needs and translate data outcomes into actionable business information • Design, develop, and maintain comprehensive reports and interactive dashboards (using tools like Tableau) to effectively communicate findings and KPIs to non-technical stakeholders • Evaluate, improve, and ensure the integrity and accuracy of internal data handling systems and data acquisition processes • Frame complex business problems into key components and recommend practical solutions.

• Lead de-escalation of high-risk customer situations and restore customer confidence • Own end to end POR change lifecycle including intake, triage, risk assessment, and resolution • Serve as primary escalation point for customers requesting VAR/partner changes • Assess churn risk using account signals and implement retention strategies • Resolve conflicts between customers and partners using structured communication frameworks • Identify root causes of dissatisfaction and recommend corrective actions • Coordinate cross functional teams including Customer Success, Support, Professional Services, and Channel • Manage partner engagement during transitions to ensure continuity and service quality • Enforce POR policies, governance, and compliance standards • Track POR case data, trends, and root causes using CRM and reporting tools • Drive process improvement, documentation, and standard operating procedures • Provide guidance to internal teams on POR policies, escalations, and best practices • Maintain accurate case documentation, timelines, and stakeholder communication

• Building and managing software product team that performs product development based on the Acumatica cloud platform. • Set clear OKRs and career paths • Foster a culture of psychological safety, DEI, and continuous learning • Partnering with Product Management to shape backlog and quarterly goals • Participating in elaboration of software requirements • Translating epics into actionable stories and technical designs • Communicating progress, risks, and trade-offs to execs & customers • Defining and tracking KPI’s for the team • Driving modern SDLC (Scrum/Kanban + DevSecOps) • Championing test automation (unit, integration, contract, E2E) • Enforcing design & code reviews, RFCs, and architectural decision records • Providing technical consulting and issues investigation. • Executing the development lifecycle from requirements analysis, feasibility estimates, design, code, and testing • Following the company standards and engineering processes • Tracking escaped-defect rate, MTTR, and availability • Analyzing and taking action on the regressions rate and customer satisfaction • Coordinating with UX, Tech Docs, Support, Customer Success • Participate in customer advisory sessions and beta programs for new features • Managing concurrent projects and engineering staff to ensure project timing is maintained • Facilitating blameless post-mortems, root-cause analysis, and kaizen workshops • Objectively evaluating team performance and developing resources

• Review requirements and user stories to identify ambiguities, risks, and testability gaps • Design and maintain test plans, test cases, checklists, and traceability to requirements and create reusable test data aligned to functional needs • Perform manual testing of new features including functional, smoke, regression, exploratory testing, and UAT • Conduct test coverage analysis, identify gaps, prioritize risks, and expand test coverage through manual and automated testing to improve release confidence • Develop, refactor, and maintain Selenium WebDriver frameworks in C# for smoke, functional, and end to end coverage suites • Execute automated regression packs, analyze results, troubleshoot failures, and collaborate with development to isolate root causes • Report, triage, verify, and track defects in JIRA with clear reproduction steps, logs, screenshots or videos, and impact assessment • Contribute to QA best practices, tooling standards, documentation, and process improvement initiatives with Development and DevOps

• Shape the Vision & Strategy • Own and evolve the multi-year product strategy across Construction, Service Management, and Professional Services • Identify and drive expansion into adjacent workflows and verticals • Define differentiated solutions that unify back-office, project, and field operations • Weave AI into the product strategy • Lead and grow a team of Product Managers aligned to customer value streams • Drive clarity, focus, and prioritization to deliver measurable business outcomes • Engage directly with customers, partners, and prospects to inform product direction • Identify opportunities to accelerate growth through new capabilities, partnerships, and acquisitions • Help evolve our Product & Engineering operating model as we scale

• Reviewing and analyzing functional specifications, identifying gaps, edge cases, and identifying improvements for testability. • Designing, developing and maintaining comprehensive test plans covering functional, integration, regression, and exploratory testing. • Building and optimizing automated test scripts and managing automated test cycles for complex features. • Performing manual and exploratory testing where automation is not feasible. • Conducting root cause analysis for defects and collaborating with developers to resolve issues. • Reporting, reproducing, and isolating bugs, providing detailed severity analysis. • Participating in test code reviews and providing feedback on design and implementation. • Monitoring feature usage in production and analyzing related issues for continuous improvement. • Supporting planning activities by contributing to task breakdowns, estimates, and risk identification. • Mentoring newcomers on testing practices and specific technologies. • Driving process improvements and sharing best practices across the team. • Providing timely communication and updates to stakeholders on test progress and production issues.

• Participate in the design and development of business applications and customizations • Develop the data access layers, business objects, and presentation layers • Research and prototyping ERP modules • Support for existing code, code optimization, and refactoring • Analyze the code, search for and correct errors in existing functionality • Work with development partners on architecture and code reviews • Provide guidance and support to developers participating in Acumatica’s development network

• Shape clear, compelling narratives that translate product functionality into meaningful business value for small and mid-sized organizations. • Lead the development of all external product positioning and messaging—helping prospects and customers understand not just what Acumatica does, but why it matters —while clearly differentiating our ERP platform in the market. • Create differentiated thought leadership assets, messaging, and positioning that establish Acumatica as a trusted voice in modern ERP. • Develop and execute end‑to‑end go‑to‑market strategies for new product launches and initiatives. • Partner closely with product and sales teams to align vision, execution, and timing—ensuring every launch is cohesive, impactful, and built for success. • Partner with our customer advocacy team to review and elevate customer stories and videos, weaving authentic, real‑world outcomes into marketing assets. • Work hand‑in‑hand with product teams to stay aligned on roadmaps, priorities, and upcoming capabilities. • Leverage performance data and analytics to guide marketing strategies, evaluate campaign and launch effectiveness, and continuously refine our approach—balancing insight with creativity to drive stronger outcomes. • Create engaging video scripts and perform light video edits in collaboration with professional design and video partners. • Maintain and evolve core assets—including website messaging, datasheets, and brochures—to ensure clarity, consistency, and accuracy. • Support industry trade shows and events with strong messaging and content.