Apply on Employer Site

Quorum Business Solutions · 5 hours ago

Director, Customer Experience - zdSCADA (Hybrid Work Schedule)

Tyler, TX

Full-time

Hybrid

Lead/Staff

Quorum Software is a rapidly growing company and industry leader in oil & gas transformation. The Director, Customer Experience for zdSCADA provides strategic and operational leadership for the Customer Experience organization, ensuring a high-quality customer experience across the customer lifecycle and partnering closely with Sales and Operations to support customer success, retention, and growth.

AdviceBusiness DevelopmentComplianceOutsourcing

No H1B

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

Qualification

SCADA systemsCommunications systemsCustomer experience leadershipTechnical team managementCross-functional collaborationOrganizational skillsCommunication skills