Senior Customer Success Manager

Customer Success Manager

Location: Houston

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 primary role of the enterprise Senior Customer Success Manager (CSM) position is to manage a portfolio of key customers by building relationships with those customers, assuring that they have a positive experience with Quorum Products and Services. This is achieved by directly being accountable for customer health reporting and becoming the sponsor for each assigned customer’s journey with Quorum. You will be managing an annual recurring revenue of between $5M-$10M per year with some of our largest and longest standing customers across North America. You will contribute to helping support strategies to maximize customer health, acquisition, retention, and profitability with Quorum.

Our ideal candidate is technology savvy with excellent communication skills, a strong team player, understands how to influence without direct authority and has a solid understanding of the energy industry. Critical to the candidate’s success will be possessing project management experience, problem solving skills, data analytics familiarity, a continuous improvement mindset, account management and/or customer success experience.

The CSM is responsible for account level relationship management, escalations, value planning, feedback loops, customer action plans and lots of coordination between numerous internal and customer facing stakeholders.

Responsibilities

- Customer action plans and onboarding

- Customer Monthly and Quarterly regular touch points

- Account Escalations

- Customer Health Monitoring and Reporting

- Renewals

- Cross-Organizational Coordination

- CSAT Initiatives to improve customer health, backlog, etc.

- Work with sales to commercialize account opportunities

- Help customers solve problems/challenges

- Tracking time, maintaining documented relationships and identified risks in the company CRM application

- Prioritizing support and development tasks and allocating time.

- Actions necessary to retain customers

- Configuration of Application

- Customer Success Team members, Cross functional groups within Quorum

- Customers (20-30% travel required, varies per portfolio)

- Customer issues related to the products, services, support and renewals

- Organizes and coordinates key resources related to the successful maintenance and development of the business with our customers

- And other duties as assigned.

Requirements

- 4-year degree from accredited university

- Minimum 5 years of experience in a Customer Service or Account Management related role

- 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, oral communication and presentation skills

- Strong time management and organizational skills with an attention to detail and ability to handle multiple priorities effectively

- Data Analytics competencies

- Fluent in English, both written and verbal.

Preferred Skills

- Oil and Gas industry experience with familiarity to one or many of the following: upstream, midstream, transportation, and measurement

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, protected veteran status, disability, or any other basis protected by federal, state, or local law.

Those applicants requiring reasonable accommodation to the application and/or interview process should notify a member of the Human Resources Department