Director, Customer Experience zdSCADA (Hybrid Work Schedule)

Director Customer Experience - zdSCADA

Location: Tyler Texas

Model of Work: Hybrid

Are you excited by challenges Do you enjoy working in a fast-paced international and dynamic environment Then now is the time to join Quorum Software a rapidly growing company and industry leader in oil & gas transformation.

Quorum Software is the worlds largest provider of digital technology focused solely on business workflows that empower the next evolution of energy. From emerging companies to supermajors throughout every region of the globe customers rely on Quorums proven innovation and unmatched global expertise to streamline business operations and make data-driven decisions that optimize profitability and growth. Our industry-leading solutions are transforming energy companies across the entire value chain helping visionary leaders evolve their organizations into modern energy companies.

Overview

The Director Customer Experience for zdSCADA provides strategic and operational leadership for the Customer Experience (CX) organization with responsibility for customer-facing operations service delivery billing oversight and complex customer engagements related to zdSCADA offerings.

This role ensures a consistent high-quality customer experience across the customer lifecycle acts as a senior escalation point and partners closely with Sales Operations and other internal stakeholders to support customer success retention and growth.

Responsibilities

Leadership & Customer Experience

• Provide leadership and direction for the Customer Experience (CX) organization.
• Establish priorities processes and best practices to drive customer satisfaction success and retention.
• Serve as a senior escalation point for complex customer technical and operational issues.
• Participate in interviewing and provide guidance to Team Leaders on hiring onboarding and performance management.

Billing & Invoicing Oversight

• Oversee the monthly customer billing process ensuring accuracy consistency and timeliness.
• Maintain and manage billing-related data including modem tracking and cellular airtime balancing.
• Support resolution of customer billing and invoicing inquiries.
• Partner with internal stakeholders to ensure billing aligns with contracted services and delivered solutions.

Contract & Commercial Support

• Assist with the preparation and review of customer contracts as needed.
• Provide operational input into contracting models to improve efficiency scalability and consistency.
• Support alignment between commercial terms service delivery and ongoing customer support.

Customer Engagement & Sales Support

• Partner with Sales and Account teams on customer discovery renewals and expansion discussions.
• Support customer demonstrations pilot coordination and onboarding activities from a delivery and CX perspective.
• Participate in customer meetingsboth virtual and in-personto strengthen relationships and ensure successful adoption of services.

Technical & Operational Support

• Serve as a senior subject matter resource for zdSCADA operations system architecture communications and field equipment.
• Support troubleshooting of complex issues related to communications and field hardware as needed.
• Assist with high-impact customer cases while ensuring routine issues are handled by the appropriate teams.

Inventory & Procurement Oversight

• Oversee equipment inventory management and procurement processes.
• Ensure alignment between inventory levels customer demand and deployment schedules.

• And other duties as assigned.

Requirements

• Strong experience with SCADA systems with zdSCADA expertise highly preferred.
• Solid understanding of communications systems and field equipment operations.
• Proven leadership experience managing customer-facing technical or operational teams.
• Experience partnering with Sales and commercial teams to support customer growth and retention.
• Strong organizational communication and cross-functional collaboration skills.
• Ability to balance strategic leadership with hands-on involvement when customer or operational needs require it.

Additional Details

• Background Check: The successful candidate will need to successfully complete the following clearances: Criminal History Check Education Verification Employment Verification Drivers License Verification and passport/ID validation.
• Visa Sponsorship: Employment eligibility to work with Quorum Software in the United States is required as the company will not pursue visa sponsorship for this position. The successful candidate will be required to ensure they maintain and renew any visas or permits that grant employment eligibility where applicable.

About Quorum Software
Quorum Software connects people and information across the energy value chain. Twenty years ago we built the first software for gas plant accountants. Pipeline operators came next followed by land administrators pumpers and planners. Since 1998 Quorum has helped thousands of energy workers with business workflows that optimize profitability and growth. Our vision for the future connects the global energy ecosystem through cloud-first software data standards and integration. The trusted source of decision-ready data for 1800 companies Quorum Software makes the essential connections that let us work better together in the connected energy workplace. For more information visit.

Quorum Diversity Statement:At Quorum we are committed to fosteringcultivatingand preserving a culture of belonging. We want to be the place where a diverse pool of talented peoplejoinus stay with us and do their best work. With a diverse team of employees we grow and learn better together. The collective sum of the individual differences life experiences knowledge innovation self-expression and talent that our employees invest in their work represents not only part of our culture but our reputation and our achievements. We are fully focused on equity and equality and believe deeply in diversity of race gender sexual orientation age religion ethnicity national origin ability neurodiversity and all the other characteristics that make us unique.

Quorum Business Solutions and Quorum Software are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race color religion age sex sexual orientation gender identity national origin ancestry veteran status disability genetic information or any other basis protected by law.

Those applicants requiring reasonable accommodation to the application and/or interview process should notify a member of the Human Resources Department

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