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 world's 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 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.

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 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.

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, Driver’s 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 1,800+ companies, Quorum Software makes the essential connections that let us work better together in the connected energy workplace. For more information, visit quorumsoftware.com.

Quorum Diversity Statement: At Quorum, we are committed to fostering, cultivating, and preserving a culture of belonging.  We want to be the place where a diverse pool of talented people join us, 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

Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

Recruitment Scam Alert: Quorum Software does not charge fees, request payments, conduct interviews via messaging apps, or request the installation of software at any stage of the recruitment process.  All legitimate recruitment activities are conducted exclusively through our official careers website (www.quorumsoftware.com/careers) and email addresses ending in @quorumsoftware.com.  Any communication that does not originate from these official channels should be considered unauthorized and may be reported to [email protected]