Job Type

Full-time

Description

InflexionPoint is currently looking for a Technically Focused Customer Success Manager. This role combines the relationship ownership and commercial accountability of a Customer Success Manager with the technical depth of a Control System Engineer. The person in this role is responsible for the overall health of assigned managed services customer accounts, ensuring service commitments, contract terms, and business outcomes are consistently met, while also bringing strong technical capability in industrial control systems, system integration, troubleshooting, and performance optimization.

This individual serves as the primary point of contact for assigned accounts, facilitates and coordinates technical support and incident response, leads root cause analysis and corrective action tracking, and provides technically credible guidance in customer conversations regarding control systems, industrial networking, infrastructure, and related platforms. This is a salaried exempt position that directly reports to the Manager of Customer Support.

Job Duties and Responsibilities

Account & Customer Relationship Ownership

• Own the overall customer relationship for assigned accounts, ensuring service commitments and business outcomes are consistently met.
• Act as the primary point of contact for assigned customers, managing communications, expectations, and service reviews.
• Maintain a deep understanding of each customer's environment, business priorities, evolving support needs, and control system landscape.
• Conduct regular business and service reviews with assigned customers to understand their needs, evaluate satisfaction, and identify opportunities.

Technical Leadership & Control Systems Support

• Conduct comprehensive analysis of customer system requirements, specifications, and performance objectives in support of ongoing managed services and account success.
• Provide technically credible support in discussions involving industrial control systems, PLCs, DCS, SCADA, virtualization, server platforms, enterprise infrastructure, and industrial networking.
• Collaborate with cross-functional teams to define system architectures, integration strategies, and support approaches for customer environments.
• Review, support, and help guide control strategies, hardware/software integration, and system performance improvement efforts for assigned accounts.
• Create, maintain, and improve technical documentation, including system specifications, design documents, runbooks, wiring-related documentation, user guidance, and known issue records.
• Utilize data analysis techniques to monitor system performance, identify trends, and recommend improvements to efficiency, stability, and reliability.

Incident & Escalation Facilitation

• Facilitate incident response for assigned accounts, coordinating triage, prioritization, escalation, troubleshooting, and resolution with technical support and engineering teams.
• Serve as the escalation point of contact for complex, recurring, or high-impact issues, ensuring the right technical resources are engaged.
• Ensure timely, professional customer communication during incidents and follow through to closure.
• Support system testing, troubleshooting, debugging, and issue resolution to ensure proper functionality and service continuity.

Root Cause Analysis & Continuous Improvement

• Lead and facilitate the RCA process for recurring or significant incidents, coordinating with technical teams who perform the analysis and corrective actions.
• Own accountability for ensuring RCAs are completed on time and to the required standard for qualifying incidents.
• Track corrective actions to closure and communicate outcomes and preventive steps back to the customer.
• Identify and resolve issues related to system performance, response time, and accuracy in collaboration with technical teams.
• Contribute to continuous improvement initiatives, including tooling enhancements, playbooks, support standards, and service delivery improvements.

Renewals & Commercial

• Partner with sales teams to drive on-time renewal of managed services agreements, support contracts, and software maintenance for assigned clients.
• Proactively engage internal teams and customers ahead of renewal dates to avoid lapses and identify risk to retention.
• Partner with sales and operations teams to identify expansion or upsell opportunities within assigned accounts.
• Create reports and presentations to communicate account status, service results, technical recommendations, and renewal considerations to stakeholders.

Resource & Capacity Management

• Understand the resource needs of assigned accounts and coordinate resource assignments with delivery, engineering, and support teams.
• Identify staffing or skills gaps that could affect service delivery and escalate as needed.
• Communicate and advocate for training required by support resources to effectively support customers.

Customer Success Planning & Reporting

• Develop and maintain a Support Operations Plan with each assigned client, serving as a support run book that captures KPIs, support processes, escalation paths, service level targets, and technical environment considerations.
• Keep the Support Operations Plan current as the account and customer needs evolve.
• Define reporting requirements collaboratively with each customer.
• Deliver agreed-upon reports to the customer on a monthly basis.

Operational Discipline & Documentation

• Ensure accurate and complete documentation of incidents, resolutions, customer environments, runbooks, known issues, and support workflows.
• Ensure the support team follows managed services workflows, ticketing standards, and tooling requirements to maintain data quality and reporting integrity.
• Drive usage of KMS and ensure documentation for assigned accounts is available and accurate.
• Lead onboarding and transition of new managed services customers into steady-state support operations.
• Ensure compliance with relevant standards, regulations, and industry best practices.

Collaboration & Leadership Development

• Collaborate with operations, engineering, controls, networking, cybersecurity, delivery teams, software developers, project managers, and other multidisciplinary stakeholders to resolve issues and improve service outcomes.
• Provide technical support and guidance to other engineers and technicians.
• Mentor team members on customer success practices and share knowledge across the customer success team.
• Demonstrate ownership, accountability, and customer leadership consistent with future senior or multi-account responsibilities.
• Actively develop account management and service leadership skills in preparation for expanded responsibility.
• Stay updated with advancements in control system technologies and industry trends.

Requirements

Qualifications

• Bachelor's or Master's degree in Electrical Engineering, Control Systems Engineering, or a related field.
• 7+ years of experience in customer success, technical service delivery, or control systems engineering within industrial, manufacturing, or enterprise IT/OT environments.
• 5+ years of hands-on experience in technical service delivery or control systems engineering within the power generation industry highly preferred.
• Proven experience with industrial control systems, including PLCs, DCS, SCADA, and associated software.
• Strong knowledge of control system principles, algorithms, methodologies, and system integration practices.
• Working knowledge of networking, industrial control systems, virtualization, server platforms, and enterprise infrastructure.
• Familiarity with control system modeling and simulation tools.
• Proficiency in programming languages such as C/C++, MATLAB, or Python.
• Experience managing contract renewals, managed services agreements, or software maintenance agreements is strongly preferred.
• Excellent problem-solving, communication, and relationship-management skills, with the ability to manage customer interactions in time-sensitive or high-pressure situations.
• Demonstrated ability to lead cross-functional processes, such as RCAs, without direct authority, while maintaining a strong ownership mindset.
• Comfortable working with ticketing systems, monitoring tools, and operational workflows.
• Six-Sigma Green Belt Certification.
• Familiarity with industrial platforms such as Rockwell, Schneider, Aveva, and similar systems is a plus.

Working Environment

Duties are performed in an office environment and workshop, but will also require travel to customer sites/locations to perform analysis, installation, training maintenance, etc. Must be willing to travel approximately 30%; must be willing to work in a variety of manufacturing facilities. Must be able to routinely use standard office equipment which includes, but is not limited to, computers, phones, photocopiers, and filing cabinets. Minimal exposure to excessive noise or adverse environmental issues.

Physical Demands

Must be able to sit and/or stand for prolonged hours consistent with the average workday; to operate a computer and other office equipment, including but not limited to computer, printer, etc. Must be able to climb stairs and/or ladders; must be able to stoop, kneel, crouch and/or crawl; must be able to move, transport, position, place, install, remove and/or replace various types of equipment; must be able to lift 50-70 lbs. unassisted.

Salary Description

$120000 - $140000 per year