Director, Customer Experience - zdSCADA (Hybrid Work Schedule)

Quorum Software•Tyler, TX

10d•Hybrid

About The Position

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.

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.

Responsibilities

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.
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.
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.
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.
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.
Oversee equipment inventory management and procurement processes.
Ensure alignment between inventory levels, customer demand, and deployment schedules.
And other duties as assigned.