Senior Director, Americas Support Lead (Hybrid Work Schedule)

Senior Director, Americas Support LeadLocation : Houston, TexasModel of Work : HybridAre 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.OverviewThe Americas Support Lead is responsible for overseeing and enhancing customer support operations across the Americas region. This role ensures that customer needs are met with efficiency, empathy, and professionalism, while aligning regional efforts with global support strategies. The Americas Support Lead focuses on driving customer satisfaction, optimizing operational workflows, and fostering a high-performing and engaged support team. As a regional leader, this position plays a pivotal role in implementing innovative solutions, leveraging data insights, and ensuring alignment with the company’s digital transformation initiatives to deliver exceptional support experiences. ResponsibilitiesRegional Leadership :  Manage and oversee day-to-day support operations across the Americas region, ensuring alignment with global support objectives. Develop and execute regional strategies to improve service levels, customer satisfaction, and operational efficiency. Collaborate with global and cross-functional teams to align regional initiatives with company-wide goals. Team Leadership and Development :  Lead, mentor, and develop the Americas support team, fostering a culture of accountability, innovation, and empathy. Oversee recruitment, onboarding, and ongoing training to ensure a skilled and motivated workforce. Promote a positive team environment where employees feel valued and empowered as innovators and partners. Operational Excellence :  Optimize workflows and processes to improve ticket resolution times and case quality across the region. Ensure the effective utilization of tools, such as CRM systems and the knowledge base, to enhance support delivery. Monitor key performance indicators (KPIs) such as backlog, service level objectives (SLOs), and customer satisfaction (CSAT), and take proactive steps to address any gaps. Customer Insights and Analytics :  Analyze support data and customer feedback to identify trends and opportunities for improvement. Leverage product usage insights to proactively address customer training needs and prevent support issues. Provide actionable insights and recommendations to senior leadership to drive continuous improvement. And other duties as assigned.Requirements12 years in customer support or customer success, with 5 years in a leadership role. Demonstrated success in managing regional support teams and achieving measurable improvements in customer experience. Strong leadership and team management abilities to inspire and develop high-performing teams. Strategic mindset with the ability to align regional goals with global objectives. Excellent communication and interpersonal skills to collaborate across teams and regions. Data-driven approach to decision-making and problem-solving. Customer-focused with a commitment to delivering empathetic, high-quality support. Preferred SkillsIndustry experience in software or oil and gas is a plus. Additional DetailsBackground 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.About Quorum SoftwareQuorum 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, ancestry, veteran status, disability, genetic information, or any other basis protected by law.Those applicants requiring reasonable accommodation to the application and / or interview process should notify a member of the Human Resources DepartmentOur company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit