Customer Success Engineer II - On Demand Production (Hybrid Work Model)

Location: Houston, TX | Model of Work: Hybrid

About the Role

Quorum Software is a rapidly growing company and industry leader in oil & gas transformation, offering the world's largest suite of digital technology focused solely on business workflows that empower the next evolution of energy. The Customer Success Engineer (CSE) will build relationships with new and existing customers by project managing their onboarding, providing best practices, technical and customer support, and user training on the application. This role is ideal for a technically savvy individual with excellent communication skills, project management experience, and knowledge of the upstream oil and gas industry.

About Production Operations

Quorum’s Production Operations suite is the first to the cloud and designed to grow and scale with customers' Production Allocation business. The product suite includes three primary modules:

• Field Data Capture: Daily capture of meter readings, tickets, tank gauges, well tests, and more.
• Persona-driven dashboards: Cloud-hosted dashboards that roll actionable data up to focus operational decisions.
• SCADA module: Fully integrated, cloud-based production monitoring and automation for real-time access to critical data.
• Allocation engine: Industry-leading tool for creating flow diagrams of daily and monthly Production Allocations to empower Operations and Accounting.

Responsibilities

• Customer Support & Retention:
  • Provide technical and customer support troubleshooting over the phone.
  • Train new field and administrative users and consult on best practices.
  • Graduate new customers from onboarding to company advocates who provide additional value through referrals and joint initiatives.
• Customer Implementation & Retention:
  • Follow and contribute to processes and procedures for implementing new customers.
• Product Development and Quality Assurance:
  • Provide feedback to the product and development group on customer requests for features and product improvements.
  • Participate in Quality Assurance testing for new application releases and data import projects.
• Administration:
  • Track time, maintain documented relationships, and identify risks in the company CRM application.
• Decision Making:
  • Prioritize support and development tasks and allocate time effectively.
  • Perform actions necessary to retain customers.
  • Configure the application as needed.
• Interaction:
  • Collaborate with Production Ops Team members, outsourced development teams, and customers.
• Problem Solving:
  • Resolve customer issues related to the product.
• Supervisory and Management Duties:
  • Manage all resources related to the successful maintenance and development of the business.
• Other duties as assigned.

Requirements

• 4-year degree from an accredited university.
• 3+ years of oil and gas industry experience with a detailed understanding of production allocation principles, including measurement and controls.
• Experience working with software products in a support, development, testing, or implementation capacity.
• Advanced Excel skills (ability to work with VLOOKUP, INDEX, MATCH, IF functions).
• Excellent interpersonal skills — able to develop productive relationships with colleagues, customers, and associates.
• Strong problem-solving skills and ability to communicate with the highest levels in customer organizations.
• Strong written and oral communication skills.
• Strong time management and organizational skills with an attention to detail and ability to handle multiple priorities effectively.
• Logical thinker with an energetic, customer-service-oriented approach.
• Responds promptly to customer needs and solicits feedback to improve service and offerings.
• Demonstrates maturity and seasoned judgment.

Preferred Skills

• 2-3 years' experience in Customer Service and Application Support.
• Basic database (SQL) working knowledge.

Additional Details

• The successful candidate will need to complete the following clearances: Criminal History Check, Education Verification, Employment Verification, Driver’s License Verification, and passport/ID validation.
• Employment eligibility to work with Quorum Software in the United States is required; the company will not pursue visa sponsorship for this position.

About Quorum Software

Quorum Software connects people and information across the energy value chain. Since 1998, Quorum has helped thousands of energy workers with business workflows that optimize profitability and growth. Our industry-leading solutions transform energy companies across the entire value chain, helping visionary leaders evolve their organizations into modern energy companies. The trusted source of decision-ready data for 1,800+ companies, Quorum Software makes essential connections that enable better collaboration in the connected energy workplace.