Technical Customer Success Manager

Description

See Your Future in Our Future. As an independent systems integrator, InflexionPoint, LLC specializes in process control, manufacturing intelligence, cyber security, and industrial networking. InflexionPoint provides services and solutions from initial requirements definition and system design through the implementation and commissioning of plant-wide systems. The cornerstone of our commitment to building long-term relationships with our customers is making every interaction an outstanding experience.

At each step we strive to create lasting relationships built on quality, service, and responsiveness.

InflexionPoint is currently looking for a Technically Focused Customer Success Manager
. This role combines the relationship ownership 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.

• Own the overall customer relationship for assigned accounts, ensuring service commitments, contract terms, 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.

• 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, network 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.

• 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.

• 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…