Director, Customer Experience - zdSCADA; Hybrid

Overview

Director, Customer Experience - zdSCADA.

Location:

Tyler, Texas. Model of Work:
Hybrid. Quorum Software is the world s largest provider of digital technology focused solely on business workflows that empower the next evolution of energy. From emerging companies to supermajors, customers rely on Quorum s 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.

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.

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 meetings—both virtual and in-person—to 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.

• 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.

• Background Check:
  The successful candidate will need to successfully complete the following clearances:
  Criminal History Check, Education Verification, Employment Verification, Driver’s License Verification and passport/.
• 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.

Quorum Software connects people and information across the energy value chain. Twenty years ago, we…