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As National Customer Service Week continues, we’re highlighting the people at gWorks who help local governments do more with fewer headaches, better tools, and a lot of heart.
In today’s Powered by People feature, we’re spotlighting Erik Pound, Client Services Manager for our gWorks powered by Hiperweb team. With over 15 years of experience in the industry and a true partnership-first mindset, Erik brings clarity, and consistency to every client relationship.
A “Train the Trainer” Moment
One of Erik’s proudest moments came while working with the City of Roswell, Georgia.
“One of their Parks Managers was leading a shift in how they managed assets,” Erik explains. “I worked closely with him to set up records and KPIs. Later, I was on-site when he trained his full team of coordinators and field crews.”
It was a full-circle moment: seeing the impact of knowledge-sharing ripple through a whole department. “Watching him succeed as a trainer—using the tools we built together—was really rewarding.”
A Partnership-First Approach
When Erik talks about service, he doesn’t use buzzwords, he talks about partnership.
“We’re not just here to fix issues. We’re here to help our customers succeed every day.”
That means bringing best practices, industry knowledge, and a willingness to go deep into their operations. It’s not just support, it’s collaboration, built to last.
Seeing What Others Don’t
To Erik, supporting local governments means understanding what most people overlook.
“We drive by signs, pipes, bridges all maintained by someone behind the scenes. Our job is to make that work seamless for them.”
This industry knowledge isn’t just technical, it’s practical. It helps Erik and the team tailor every solution to the unique workflows of field crews, public works teams, and local leaders.
Turning Resistance Into Results
Not every client is eager to change.
Erik remembers working with a treatment plant operator who was skeptical about moving to a new system.
“I sat with him for three days to build out automated work schedules. He QA’d and confirmed everything with me.”
Ten years later, that client is still using the system daily. Erik’s takeaway? “Sometimes, you just have to dive in and show the value behind the work.”
Turning Insight Into Action
Erik’s favorite part of his job is helping clients take real steps forward.
“I specialize in process improvement. If I can show an org a change that saves time and improves results; that’s the best part of the job.”
Whether it’s configuring smarter workflows or streamlining asset tracking, Erik takes pride in helping clients work more efficiently, with more clarity and less chaos.
The Power of Consistency
Erik believes in relationships built over time.
“I check in regularly, and I know at least a few personal details about most of our customers. Sometimes, they just want a normal conversation while we work on their issues.”
Growing Forward, Strategically
Erik started in Tier 1 support. Today, he manages the entire customer base for Hiperweb, and he credits that growth to curiosity and a strategic mindset.
“I’ve learned how the system works behind the scenes, and I use that knowledge to help clients make better decisions, not just fix things.”
It’s a true Grow Forward story, and a reflection of the intentional development gWorks empowers.
A Message to Every Client
If Erik could say one thing to every client we serve, it would be this:
“Thank you for trusting us. We could be the biggest company in SaaS, but if our clients aren’t successful, we’ve failed our mission.”
✨ Fun Fact
Erik’s a big Atlanta Braves fan and lives close to the stadium. When a client mentioned he was trying to find tickets for his daughter’s weekend visit, Erik offered up his own.
“They ended up using my tickets and even parked in my driveway,” he says with a smile. “I was just happy to help make a special night happen.”
Stay tuned for more...
The Powered by People series continues all week as we celebrate our people because great technology only works when it’s powered by service that truly cares.
As National Customer Service Week continues, we’re highlighting the people at gWorks who help local governments do more with fewer headaches, better tools, and a lot of heart.
In today’s Powered by People feature, we’re spotlighting Erik Pound, Client Services Manager for our gWorks powered by Hiperweb team. With over 15 years of experience in the industry and a true partnership-first mindset, Erik brings clarity, and consistency to every client relationship.
A “Train the Trainer” Moment
One of Erik’s proudest moments came while working with the City of Roswell, Georgia.
“One of their Parks Managers was leading a shift in how they managed assets,” Erik explains. “I worked closely with him to set up records and KPIs. Later, I was on-site when he trained his full team of coordinators and field crews.”
It was a full-circle moment: seeing the impact of knowledge-sharing ripple through a whole department. “Watching him succeed as a trainer—using the tools we built together—was really rewarding.”
A Partnership-First Approach
When Erik talks about service, he doesn’t use buzzwords, he talks about partnership.
“We’re not just here to fix issues. We’re here to help our customers succeed every day.”
That means bringing best practices, industry knowledge, and a willingness to go deep into their operations. It’s not just support, it’s collaboration, built to last.
Seeing What Others Don’t
To Erik, supporting local governments means understanding what most people overlook.
“We drive by signs, pipes, bridges all maintained by someone behind the scenes. Our job is to make that work seamless for them.”
This industry knowledge isn’t just technical, it’s practical. It helps Erik and the team tailor every solution to the unique workflows of field crews, public works teams, and local leaders.
Turning Resistance Into Results
Not every client is eager to change.
Erik remembers working with a treatment plant operator who was skeptical about moving to a new system.
“I sat with him for three days to build out automated work schedules. He QA’d and confirmed everything with me.”
Ten years later, that client is still using the system daily. Erik’s takeaway? “Sometimes, you just have to dive in and show the value behind the work.”
Turning Insight Into Action
Erik’s favorite part of his job is helping clients take real steps forward.
“I specialize in process improvement. If I can show an org a change that saves time and improves results; that’s the best part of the job.”
Whether it’s configuring smarter workflows or streamlining asset tracking, Erik takes pride in helping clients work more efficiently, with more clarity and less chaos.
The Power of Consistency
Erik believes in relationships built over time.
“I check in regularly, and I know at least a few personal details about most of our customers. Sometimes, they just want a normal conversation while we work on their issues.”
Growing Forward, Strategically
Erik started in Tier 1 support. Today, he manages the entire customer base for Hiperweb, and he credits that growth to curiosity and a strategic mindset.
“I’ve learned how the system works behind the scenes, and I use that knowledge to help clients make better decisions, not just fix things.”
It’s a true Grow Forward story, and a reflection of the intentional development gWorks empowers.
A Message to Every Client
If Erik could say one thing to every client we serve, it would be this:
“Thank you for trusting us. We could be the biggest company in SaaS, but if our clients aren’t successful, we’ve failed our mission.”
✨ Fun Fact
Erik’s a big Atlanta Braves fan and lives close to the stadium. When a client mentioned he was trying to find tickets for his daughter’s weekend visit, Erik offered up his own.
“They ended up using my tickets and even parked in my driveway,” he says with a smile. “I was just happy to help make a special night happen.”
Stay tuned for more...
The Powered by People series continues all week as we celebrate our people because great technology only works when it’s powered by service that truly cares.
Highlights
View external link
Add to your calendar:
As National Customer Service Week continues, we’re highlighting the people at gWorks who help local governments do more with fewer headaches, better tools, and a lot of heart.
In today’s Powered by People feature, we’re spotlighting Erik Pound, Client Services Manager for our gWorks powered by Hiperweb team. With over 15 years of experience in the industry and a true partnership-first mindset, Erik brings clarity, and consistency to every client relationship.
A “Train the Trainer” Moment
One of Erik’s proudest moments came while working with the City of Roswell, Georgia.
“One of their Parks Managers was leading a shift in how they managed assets,” Erik explains. “I worked closely with him to set up records and KPIs. Later, I was on-site when he trained his full team of coordinators and field crews.”
It was a full-circle moment: seeing the impact of knowledge-sharing ripple through a whole department. “Watching him succeed as a trainer—using the tools we built together—was really rewarding.”
A Partnership-First Approach
When Erik talks about service, he doesn’t use buzzwords, he talks about partnership.
“We’re not just here to fix issues. We’re here to help our customers succeed every day.”
That means bringing best practices, industry knowledge, and a willingness to go deep into their operations. It’s not just support, it’s collaboration, built to last.
Seeing What Others Don’t
To Erik, supporting local governments means understanding what most people overlook.
“We drive by signs, pipes, bridges all maintained by someone behind the scenes. Our job is to make that work seamless for them.”
This industry knowledge isn’t just technical, it’s practical. It helps Erik and the team tailor every solution to the unique workflows of field crews, public works teams, and local leaders.
Turning Resistance Into Results
Not every client is eager to change.
Erik remembers working with a treatment plant operator who was skeptical about moving to a new system.
“I sat with him for three days to build out automated work schedules. He QA’d and confirmed everything with me.”
Ten years later, that client is still using the system daily. Erik’s takeaway? “Sometimes, you just have to dive in and show the value behind the work.”
Turning Insight Into Action
Erik’s favorite part of his job is helping clients take real steps forward.
“I specialize in process improvement. If I can show an org a change that saves time and improves results; that’s the best part of the job.”
Whether it’s configuring smarter workflows or streamlining asset tracking, Erik takes pride in helping clients work more efficiently, with more clarity and less chaos.
The Power of Consistency
Erik believes in relationships built over time.
“I check in regularly, and I know at least a few personal details about most of our customers. Sometimes, they just want a normal conversation while we work on their issues.”
Growing Forward, Strategically
Erik started in Tier 1 support. Today, he manages the entire customer base for Hiperweb, and he credits that growth to curiosity and a strategic mindset.
“I’ve learned how the system works behind the scenes, and I use that knowledge to help clients make better decisions, not just fix things.”
It’s a true Grow Forward story, and a reflection of the intentional development gWorks empowers.
A Message to Every Client
If Erik could say one thing to every client we serve, it would be this:
“Thank you for trusting us. We could be the biggest company in SaaS, but if our clients aren’t successful, we’ve failed our mission.”
✨ Fun Fact
Erik’s a big Atlanta Braves fan and lives close to the stadium. When a client mentioned he was trying to find tickets for his daughter’s weekend visit, Erik offered up his own.
“They ended up using my tickets and even parked in my driveway,” he says with a smile. “I was just happy to help make a special night happen.”
Stay tuned for more...
The Powered by People series continues all week as we celebrate our people because great technology only works when it’s powered by service that truly cares.
As National Customer Service Week continues, we’re highlighting the people at gWorks who help local governments do more with fewer headaches, better tools, and a lot of heart.
In today’s Powered by People feature, we’re spotlighting Erik Pound, Client Services Manager for our gWorks powered by Hiperweb team. With over 15 years of experience in the industry and a true partnership-first mindset, Erik brings clarity, and consistency to every client relationship.
A “Train the Trainer” Moment
One of Erik’s proudest moments came while working with the City of Roswell, Georgia.
“One of their Parks Managers was leading a shift in how they managed assets,” Erik explains. “I worked closely with him to set up records and KPIs. Later, I was on-site when he trained his full team of coordinators and field crews.”
It was a full-circle moment: seeing the impact of knowledge-sharing ripple through a whole department. “Watching him succeed as a trainer—using the tools we built together—was really rewarding.”
A Partnership-First Approach
When Erik talks about service, he doesn’t use buzzwords, he talks about partnership.
“We’re not just here to fix issues. We’re here to help our customers succeed every day.”
That means bringing best practices, industry knowledge, and a willingness to go deep into their operations. It’s not just support, it’s collaboration, built to last.
Seeing What Others Don’t
To Erik, supporting local governments means understanding what most people overlook.
“We drive by signs, pipes, bridges all maintained by someone behind the scenes. Our job is to make that work seamless for them.”
This industry knowledge isn’t just technical, it’s practical. It helps Erik and the team tailor every solution to the unique workflows of field crews, public works teams, and local leaders.
Turning Resistance Into Results
Not every client is eager to change.
Erik remembers working with a treatment plant operator who was skeptical about moving to a new system.
“I sat with him for three days to build out automated work schedules. He QA’d and confirmed everything with me.”
Ten years later, that client is still using the system daily. Erik’s takeaway? “Sometimes, you just have to dive in and show the value behind the work.”
Turning Insight Into Action
Erik’s favorite part of his job is helping clients take real steps forward.
“I specialize in process improvement. If I can show an org a change that saves time and improves results; that’s the best part of the job.”
Whether it’s configuring smarter workflows or streamlining asset tracking, Erik takes pride in helping clients work more efficiently, with more clarity and less chaos.
The Power of Consistency
Erik believes in relationships built over time.
“I check in regularly, and I know at least a few personal details about most of our customers. Sometimes, they just want a normal conversation while we work on their issues.”
Growing Forward, Strategically
Erik started in Tier 1 support. Today, he manages the entire customer base for Hiperweb, and he credits that growth to curiosity and a strategic mindset.
“I’ve learned how the system works behind the scenes, and I use that knowledge to help clients make better decisions, not just fix things.”
It’s a true Grow Forward story, and a reflection of the intentional development gWorks empowers.
A Message to Every Client
If Erik could say one thing to every client we serve, it would be this:
“Thank you for trusting us. We could be the biggest company in SaaS, but if our clients aren’t successful, we’ve failed our mission.”
✨ Fun Fact
Erik’s a big Atlanta Braves fan and lives close to the stadium. When a client mentioned he was trying to find tickets for his daughter’s weekend visit, Erik offered up his own.
“They ended up using my tickets and even parked in my driveway,” he says with a smile. “I was just happy to help make a special night happen.”
Stay tuned for more...
The Powered by People series continues all week as we celebrate our people because great technology only works when it’s powered by service that truly cares.
Highlights
View external link
Add to your calendar:
As National Customer Service Week continues, we’re highlighting the people at gWorks who help local governments do more with fewer headaches, better tools, and a lot of heart.
In today’s Powered by People feature, we’re spotlighting Erik Pound, Client Services Manager for our gWorks powered by Hiperweb team. With over 15 years of experience in the industry and a true partnership-first mindset, Erik brings clarity, and consistency to every client relationship.
A “Train the Trainer” Moment
One of Erik’s proudest moments came while working with the City of Roswell, Georgia.
“One of their Parks Managers was leading a shift in how they managed assets,” Erik explains. “I worked closely with him to set up records and KPIs. Later, I was on-site when he trained his full team of coordinators and field crews.”
It was a full-circle moment: seeing the impact of knowledge-sharing ripple through a whole department. “Watching him succeed as a trainer—using the tools we built together—was really rewarding.”
A Partnership-First Approach
When Erik talks about service, he doesn’t use buzzwords, he talks about partnership.
“We’re not just here to fix issues. We’re here to help our customers succeed every day.”
That means bringing best practices, industry knowledge, and a willingness to go deep into their operations. It’s not just support, it’s collaboration, built to last.
Seeing What Others Don’t
To Erik, supporting local governments means understanding what most people overlook.
“We drive by signs, pipes, bridges all maintained by someone behind the scenes. Our job is to make that work seamless for them.”
This industry knowledge isn’t just technical, it’s practical. It helps Erik and the team tailor every solution to the unique workflows of field crews, public works teams, and local leaders.
Turning Resistance Into Results
Not every client is eager to change.
Erik remembers working with a treatment plant operator who was skeptical about moving to a new system.
“I sat with him for three days to build out automated work schedules. He QA’d and confirmed everything with me.”
Ten years later, that client is still using the system daily. Erik’s takeaway? “Sometimes, you just have to dive in and show the value behind the work.”
Turning Insight Into Action
Erik’s favorite part of his job is helping clients take real steps forward.
“I specialize in process improvement. If I can show an org a change that saves time and improves results; that’s the best part of the job.”
Whether it’s configuring smarter workflows or streamlining asset tracking, Erik takes pride in helping clients work more efficiently, with more clarity and less chaos.
The Power of Consistency
Erik believes in relationships built over time.
“I check in regularly, and I know at least a few personal details about most of our customers. Sometimes, they just want a normal conversation while we work on their issues.”
Growing Forward, Strategically
Erik started in Tier 1 support. Today, he manages the entire customer base for Hiperweb, and he credits that growth to curiosity and a strategic mindset.
“I’ve learned how the system works behind the scenes, and I use that knowledge to help clients make better decisions, not just fix things.”
It’s a true Grow Forward story, and a reflection of the intentional development gWorks empowers.
A Message to Every Client
If Erik could say one thing to every client we serve, it would be this:
“Thank you for trusting us. We could be the biggest company in SaaS, but if our clients aren’t successful, we’ve failed our mission.”
✨ Fun Fact
Erik’s a big Atlanta Braves fan and lives close to the stadium. When a client mentioned he was trying to find tickets for his daughter’s weekend visit, Erik offered up his own.
“They ended up using my tickets and even parked in my driveway,” he says with a smile. “I was just happy to help make a special night happen.”
Stay tuned for more...
The Powered by People series continues all week as we celebrate our people because great technology only works when it’s powered by service that truly cares.
As National Customer Service Week continues, we’re highlighting the people at gWorks who help local governments do more with fewer headaches, better tools, and a lot of heart.
In today’s Powered by People feature, we’re spotlighting Erik Pound, Client Services Manager for our gWorks powered by Hiperweb team. With over 15 years of experience in the industry and a true partnership-first mindset, Erik brings clarity, and consistency to every client relationship.
A “Train the Trainer” Moment
One of Erik’s proudest moments came while working with the City of Roswell, Georgia.
“One of their Parks Managers was leading a shift in how they managed assets,” Erik explains. “I worked closely with him to set up records and KPIs. Later, I was on-site when he trained his full team of coordinators and field crews.”
It was a full-circle moment: seeing the impact of knowledge-sharing ripple through a whole department. “Watching him succeed as a trainer—using the tools we built together—was really rewarding.”
A Partnership-First Approach
When Erik talks about service, he doesn’t use buzzwords, he talks about partnership.
“We’re not just here to fix issues. We’re here to help our customers succeed every day.”
That means bringing best practices, industry knowledge, and a willingness to go deep into their operations. It’s not just support, it’s collaboration, built to last.
Seeing What Others Don’t
To Erik, supporting local governments means understanding what most people overlook.
“We drive by signs, pipes, bridges all maintained by someone behind the scenes. Our job is to make that work seamless for them.”
This industry knowledge isn’t just technical, it’s practical. It helps Erik and the team tailor every solution to the unique workflows of field crews, public works teams, and local leaders.
Turning Resistance Into Results
Not every client is eager to change.
Erik remembers working with a treatment plant operator who was skeptical about moving to a new system.
“I sat with him for three days to build out automated work schedules. He QA’d and confirmed everything with me.”
Ten years later, that client is still using the system daily. Erik’s takeaway? “Sometimes, you just have to dive in and show the value behind the work.”
Turning Insight Into Action
Erik’s favorite part of his job is helping clients take real steps forward.
“I specialize in process improvement. If I can show an org a change that saves time and improves results; that’s the best part of the job.”
Whether it’s configuring smarter workflows or streamlining asset tracking, Erik takes pride in helping clients work more efficiently, with more clarity and less chaos.
The Power of Consistency
Erik believes in relationships built over time.
“I check in regularly, and I know at least a few personal details about most of our customers. Sometimes, they just want a normal conversation while we work on their issues.”
Growing Forward, Strategically
Erik started in Tier 1 support. Today, he manages the entire customer base for Hiperweb, and he credits that growth to curiosity and a strategic mindset.
“I’ve learned how the system works behind the scenes, and I use that knowledge to help clients make better decisions, not just fix things.”
It’s a true Grow Forward story, and a reflection of the intentional development gWorks empowers.
A Message to Every Client
If Erik could say one thing to every client we serve, it would be this:
“Thank you for trusting us. We could be the biggest company in SaaS, but if our clients aren’t successful, we’ve failed our mission.”
✨ Fun Fact
Erik’s a big Atlanta Braves fan and lives close to the stadium. When a client mentioned he was trying to find tickets for his daughter’s weekend visit, Erik offered up his own.
“They ended up using my tickets and even parked in my driveway,” he says with a smile. “I was just happy to help make a special night happen.”
Stay tuned for more...
The Powered by People series continues all week as we celebrate our people because great technology only works when it’s powered by service that truly cares.
Highlights
As National Customer Service Week continues, we’re highlighting the people at gWorks who help local governments do more with fewer headaches, better tools, and a lot of heart.
In today’s Powered by People feature, we’re spotlighting Erik Pound, Client Services Manager for our gWorks powered by Hiperweb team. With over 15 years of experience in the industry and a true partnership-first mindset, Erik brings clarity, and consistency to every client relationship.
A “Train the Trainer” Moment
One of Erik’s proudest moments came while working with the City of Roswell, Georgia.
“One of their Parks Managers was leading a shift in how they managed assets,” Erik explains. “I worked closely with him to set up records and KPIs. Later, I was on-site when he trained his full team of coordinators and field crews.”
It was a full-circle moment: seeing the impact of knowledge-sharing ripple through a whole department. “Watching him succeed as a trainer—using the tools we built together—was really rewarding.”
A Partnership-First Approach
When Erik talks about service, he doesn’t use buzzwords, he talks about partnership.
“We’re not just here to fix issues. We’re here to help our customers succeed every day.”
That means bringing best practices, industry knowledge, and a willingness to go deep into their operations. It’s not just support, it’s collaboration, built to last.
Seeing What Others Don’t
To Erik, supporting local governments means understanding what most people overlook.
“We drive by signs, pipes, bridges all maintained by someone behind the scenes. Our job is to make that work seamless for them.”
This industry knowledge isn’t just technical, it’s practical. It helps Erik and the team tailor every solution to the unique workflows of field crews, public works teams, and local leaders.
Turning Resistance Into Results
Not every client is eager to change.
Erik remembers working with a treatment plant operator who was skeptical about moving to a new system.
“I sat with him for three days to build out automated work schedules. He QA’d and confirmed everything with me.”
Ten years later, that client is still using the system daily. Erik’s takeaway? “Sometimes, you just have to dive in and show the value behind the work.”
Turning Insight Into Action
Erik’s favorite part of his job is helping clients take real steps forward.
“I specialize in process improvement. If I can show an org a change that saves time and improves results; that’s the best part of the job.”
Whether it’s configuring smarter workflows or streamlining asset tracking, Erik takes pride in helping clients work more efficiently, with more clarity and less chaos.
The Power of Consistency
Erik believes in relationships built over time.
“I check in regularly, and I know at least a few personal details about most of our customers. Sometimes, they just want a normal conversation while we work on their issues.”
Growing Forward, Strategically
Erik started in Tier 1 support. Today, he manages the entire customer base for Hiperweb, and he credits that growth to curiosity and a strategic mindset.
“I’ve learned how the system works behind the scenes, and I use that knowledge to help clients make better decisions, not just fix things.”
It’s a true Grow Forward story, and a reflection of the intentional development gWorks empowers.
A Message to Every Client
If Erik could say one thing to every client we serve, it would be this:
“Thank you for trusting us. We could be the biggest company in SaaS, but if our clients aren’t successful, we’ve failed our mission.”
✨ Fun Fact
Erik’s a big Atlanta Braves fan and lives close to the stadium. When a client mentioned he was trying to find tickets for his daughter’s weekend visit, Erik offered up his own.
“They ended up using my tickets and even parked in my driveway,” he says with a smile. “I was just happy to help make a special night happen.”
Stay tuned for more...
The Powered by People series continues all week as we celebrate our people because great technology only works when it’s powered by service that truly cares.
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