Opportunity DetailsQRR-4666
Customer Success Engineer II - On Demand Production (Hybrid Work Model)Houston, TX
Customer Success Engineer - On Demand Production Location: Houston, TX Model of Work: Hybrid About Production Operations First to the cloud, Quorum's Production Operations suite is designed to grow and scale with the needs of customer's Production Allocation business. The product suite is made up of three primary modules:
- Meter readings, tickets, tank gauges, well tests, etc. are captured daily in the Field Data Capture module. Customers access production data via persona-driven dashboards hosted in the cloud that roll actionable data up to focus operational decisions.
- Production Operation's fully integrated SCADA module allows customers to access critical data in real time, anywhere with cloud-based production monitoring and automation.
- Industry-leading allocation engine allows customers to create flow diagrams of daily and monthly Production Allocations to empower Operations and Accounting.
Overview The primary role of the Customer Success Engineer (CSE) position is to build relationships with new and existing customers by project managing their onboarding to the product, providing best practices, technical and customer support, and user training on the application. Quorum has built its reputation in the industry offering an exceptional level of support to customers. An ideal candidate is technically savvy with excellent communication skills, project management experience, and knowledge of the upstream oil and gas industry. The CSE is responsible for client consulting, new customer implementation, project management technical troubleshooting, and new user training.
Responsibilities - Customer Support & Retention : Technical & Customer Support troubleshooting issues over the phone. Training in new field and administrative users and consulting best practices. Graduating new customers from onboarding to company advocates (partners) who provide additional value through referrals and joint initiatives.
- Customer Implementation & Retention: Follows and contributes to processes and procedures in place to implement new customers.
- Product Development and Quality Assurance: Provide feedback to product & development group of customer requests for feature and product development. Participate in Quality Assurance testing for new application releases and data import projects.
- Administration: Tracking time, maintaining documented relationships, and identified risks in the company CRM application.
- Decision Making: Prioritizing support and development tasks and allocating time. Performing actions necessary to retain customers. Configuration of Application
- Interaction: Interacting with Production Ops Team members, Outsourced Development Teams, and Customers
- Problem Solving: Customer issues related to the product
- Supervisory and Management Duties: Manages all resources related to the successful maintenance and development of the business
- And 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
- Problem solving, ability to communicate with the highest level 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
- Customer Service Oriented - 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 - 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.
