Posts By: Mark Reese

Customer Success Manager

Location: Las Vegas HQ (preferred) | Work from Home (optional)

Department: Customer Success

Contact: Please send your resume to careers@infowerks.com.

COMPANY OVERVIEW

Ever been to the City of Lights? Chances are you drove right past our office!  Las Vegas is our home, but our team can be found all over the U.S. We all have different backgrounds and skills, but there’s one thing we all do really well: use data to make a BIG difference.

From the moment you walk through our door, you know something is different.  We may have been around for a while, but we’ve still got a vibrant startup feel.  Our people know each other by name, we get involved with dynamic projects that challenge us to innovate, and we work together with a smile because our roles allow our strengths to shine.

If you go back to 1997, you’d find Jeff Deitch, our CEO, working late nights writing a software program that would give every pharmacy the ability to transport its customer database to a new system.  Fast forward a couple decades later, and we continue to help pharmacies and other healthcare organizations safely manage their data.

So how do we use all that data to make a big difference?  Well, it all comes down to advancing patient care. The more we help healthcare companies manage their data with ease, the more they can focus on what they do best: improving the lives of their patients.  We cure the healthcare providers’ data headaches, so they can cure their patients.

Now for the fun part: we’re expanding into some really exciting opportunities, and to do that, our team must do the same!  New projects underway that require some great people to help us bring them to life.

Interested in joining an award-winning Top Place to Work in Las Vegas ? Read on!

THE JOB

We are currently seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success Team. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts, ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. The CSM works closely with our customers alongside all internal teams to ensure our services are delivered successfully.

If you are a Customer Success champion who thrives in an enterprising working environment, constantly improving customer relationships, adoption and growth while seeking endless opportunities to grow professionally, this is the position for you!

WHAT YOU WILL ACCOMPLISH

  • Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions
  • Provide insight and relay the voice of the customer with internal teams and manage expectations with both internal and external teams.
  • Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention or additional business.
  • Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback.
  • Conduct weekly, quarterly and annual customer success reports to ensure customers optimize our product/service, issues are resolved proactively and customer goals are met.

WHAT YOU WILL DO ON A DAILY/MONTHLY BASIS

Lead the creation, planning, implementation, testing, and deployment of projects and services initiatives/work streams and a result-focused approach to project management and programs: 

Project Delivery Success

  • Project profitability
  • Customer satisfaction
  • Meeting contractual obligations
  • Handle and resolve customer requests and complaints
  • Meet/visit customer site for either presales or delivery meetings

Services Portfolio Development 

  • Communicate trends and needs from accounts for offerings that can be standardized or leveraged across multiple accounts
  • Conduct “Lessons Learned” conversations to ensure that appropriate changes are communicated and implemented

Sales Collaboration and Support

  • Updating and documenting all activities for new accounts into systems in an accurate and timely manner
  • Identify and forecast expansion opportunities and partner with sales to successfully close
  • Contribute to and review SOW’s and change requests

WHAT MAKES A SUCCESSFUL CUSTOMER SUCCESS MANAGER AT INFOWERKS

  • Excellent communication:  Convey messages clearly, concisely and accurately
  • Problem solver:  Finding solutions to complex or difficult problems
  • Relationship management:  Building, maintaining and managing the relationships with our clients
  • Empathy:  Understanding and sharing the feelings of others
  • Expectation management:  Managing the client
  • Tenacity:  determined, resilient and persistent in pursuit of win-win situations

YOUR QUALIFICATIONS

  • At least 3 years of customer-facing experience in a Customer Success, Sales, Account Management or Project Management role
  • Strong interpersonal and communication skills
  • Ability to operate in a fast-paced and demanding work environment
  • Excellent time-management, organization and project management skills
  • A passion for user/consumer experience, analytics, product, and technology
  • Technically minded but solutions oriented
  • At ease demonstrating product functionality; ability to provide comprehensive overview of key business use cases
  • Have a creative, innovative and entrepreneurial attitude

WHAT’S IN IT FOR YOU?

  • A competitive compensation and benefits program
  • In office (Las Vegas) or remote work
  • An annual employee bonus program
  • Generous paid-time-off (PTO)
  • 8 paid holidays per year
  • Excellent Retirement Savings program
  • An opportunity to become part of a team and a culture that makes a difference to our clients every day

We’re always looking for talented people to join our team!  Qualified applicants are encouraged to apply at careers@infowerks.com.

To learn more, visit infowerks.com or follow us on social media: LinkedIn, Facebook, and Twitter.

Project Manager

Location: Las Vegas HQ (preferred) | Work from Home (optional)

Department: Customer Success

Contact: Please send your resume to careers@infowerks.com.

COMPANY OVERVIEW

Ever been to the City of Lights? Chances are you drove right past our office!  Las Vegas is our home, but our team can be found all over the U.S. We all have different backgrounds and skills, but there’s one thing we all do really well: use data to make a BIG difference.

From the moment you walk through our door, you know something is different.  We may have been around for a while, but we’ve still got a vibrant startup feel.  Our people know each other by name, we get involved with dynamic projects that challenge us to innovate, and we work together with a smile because our roles allow our strengths to shine.

If you go back to 1997, you’d find Jeff Deitch, our CEO, working late nights writing a software program that would give every pharmacy the ability to transport its customer database to a new system.  Fast forward a couple decades later, and we continue to help pharmacies and other healthcare organizations safely manage their data.

So how do we use all that data to make a big difference?  Well, it all comes down to advancing patient care. The more we help healthcare companies manage their data with ease, the more they can focus on what they do best: improving the lives of their patients.  We cure the healthcare providers’ data headaches, so they can cure their patients.

Now for the fun part: we’re expanding into some really exciting opportunities, and to do that, our team must do the same!  New projects underway that require some great people to help us bring them to life.

Interested in joining an award-winning Top Place to Work in Las Vegas ? Read on!

THE JOB

Project Managers embrace an unusual mix of project management and consulting skills, along with a passion for technology. As part of the Customer Success Team, you are responsible for keeping the project team working on the highest priority tasks, removing risks and impediments, and leading the communication with the customer. As a trusted advisor to our customers, you will be responsible for the successful execution of one or more projects at a time, providing guidance and project leadership. By leading and influencing, you will drive the highest quality and the strongest sense of customer focus on each project.

WHAT YOU WILL ACCOMPLISH

  • Create Master Project Plan, the Communication Plan (communications within the team and between the team and external entities), and the Master Project Schedule.
  • Monitor project health relative to resources (people and optionally funding/cost), schedule (time), and features (the solution and its quality) as specified by the established project protocol.
  • Establish a strategy of continuous risk management that enables proactive decisions and actions throughout the project life cycle and create an environment to support it where the project team has visible, measurable, and repeatable processes for managing these risks
  • Establish (as mutually agreed to) policies and procedures for the project, e.g. quality assurance, team reference guide, communication plan, and setting up the environment.

WHAT YOU WILL DO ON A DAILY/MONTHLY BASIS

Lead the creation, planning, implementation, testing, and deployment of projects and services initiatives/work streams and a result-focused approach to project management and programs: 

  • Schedule Development & Management – Develop plan and the initiative/work stream schedule. Track milestones and deliverables. Report and communicate to stakeholders and cross-functional teams as defined by program cadence. 
  • Relationship Management – Collaborate with stakeholders on an ongoing basis. Create a shared focus on the importance of achieving results. 
  • Communications – Collect, review and publish project status reports for resources (people and cost), schedule (time), stakeholder management, and features (the solution and its quality) that influence project performance and completion
  • Analyze – Reconcile actual versus planned performance, analyze variances, evaluate possible alternatives, and takes appropriate corrective actions (control) as specified by the established project protocol.
  • Other duties as assigned 

WHAT MAKES A SUCCESSFUL PROJECT MANAGER AT INFOWERKS

  • Ability to think strategically, work effectively in ambiguous situations and respond favorably to change, execute effectively, work under deadline pressure and manage multiple projects
  • Exceptional attention to detail and organizational skills
  • Ability to organize and prioritize tasks and work independently 
  • Ability to troubleshoot and identify root causes and problem solve 
  • Strong verbal and written communication skills, with a strong history of building effective interpersonal relationships

YOUR QUALIFICATIONS

  • 3 years of project management experience, preferably in healthcare and/or IT solutions
  • Prior experience working with cross-functional teams 
  • At least one year of prior experience using Agile or Waterfall methodologies or similar 
  • Experience with Microsoft Projects, Zoho Projects or similar software
  • PMP or other project management discipline certification is a plus
  • Bachelor’s degree in the fields of business administration, IT or similar field is desirable

WHAT’S IN IT FOR YOU?

  • A competitive compensation and benefits program
  • In office (Las Vegas) or remote work
  • An annual employee bonus program
  • Generous paid-time-off (PTO)
  • 8 paid holidays per year
  • Excellent Retirement Savings program
  • An opportunity to become part of a team and a culture that makes a difference to our clients every day

We’re always looking for talented people to join our team!  Qualified applicants are encouraged to apply at careers@infowerks.com.

To learn more, visit infowerks.com or follow us on social media: LinkedIn, Facebook, and Twitter.

Zoho One Administrator

Location: Las Vegas HQ (preferred) | Work from Home (optional)

Department: IT

Contact: Please send your resume to careers@infowerks.com.

COMPANY OVERVIEW

Ever been to the City of Lights? Chances are you drove right past our office!  Las Vegas is our home, but our team can be found all over the U.S. We all have different backgrounds and skills, but there’s one thing we all do really well: use data to make a BIG difference.

From the moment you walk through our door, you know something is different.  We may have been around for a while, but we’ve still got a vibrant startup feel.  Our people know each other by name, we get involved with dynamic projects that challenge us to innovate, and we work together with a smile because our roles allow our strengths to shine.

If you go back to 1997, you’d find Jeff Deitch, our CEO, working late nights writing a software program that would give every pharmacy the ability to transport its customer database to a new system.  Fast forward a couple decades later, and we continue to help pharmacies and other healthcare organizations safely manage their data.

So how do we use all that data to make a big difference?  Well, it all comes down to advancing patient care. The more we help healthcare companies manage their data with ease, the more they can focus on what they do best: improving the lives of their patients.  We cure the healthcare providers’ data headaches, so they can cure their patients.

Now for the fun part: we’re expanding into some really exciting opportunities, and to do that, our team must do the same!  New projects underway that require some great people to help us bring them to life.

Interested in joining an award-winning Top Place to Work in Las Vegas ? Read on!

THE JOB

The Zwerks Administrator will work as part of the IT Team supporting development activities across the Company. The primary role of the position will be to enhance, support and maintain the use of our customized ZOHO ONE platform which we call ZWerks.

This role will be our Zoho One Guru and will responsible for implementing enhancements, customizing objects, developing reports, creating workflows, providing end-user training, creating and assigning permissions and roles and other functions to maximize the efficiency and effectiveness of the ZWerks platform with a focus on both internal and external customer satisfaction.

WHAT YOU WILL ACCOMPLISH

  • Partner with internal business functions to enable usage and system optimization
  • Identify new features and enhancement needs for internal or external customer use
  • Develop customized solutions based on business priorities
  • Integrate Zoho ONE applications with third-party business applications
  • Create and develop customized reports and dashboards for customers

WHAT YOU WILL DO ON A DAILY/MONTHLY BASIS

  • ZWerks Innovations and New Development. Create and maintain automated workflows, reports, and dashboards to deliver requirements from business units across the organization in alignment with defined standards. Make recommendations to optimize information flow and cross-functional collaboration.
  • ZWerks Operations & Optimization. Continually improve the ZWerks platform to support business evolution and growth. Collaborate to develop and streamline the framework for user and customer interactions, aligning with commitments and company priorities.
  • Data Governance. Monitor data quality, data migrations, and data integration to achieve data governance goals. Identify opportunities for improving data structures and make recommendations to roll out changes.
  • User Support and Documentation. First line of support for change management and troubleshooting for all users. Improve ZWerks user productivity by writing how-to guides and stand operating procedures.  Be the InfoWerks ZGuru and train and educate new and existing stakeholders.

WHAT MAKES A SUCCESSFUL ZWERKS ADMINISTRATOR AT INFOWERKS

  • Problem-solving skills.
  • A technical mind.
  • An organized mind.
  • Attention to detail.
  • Ability to translate technical information to easy-to-understand terms.
  • Good communication skills.

YOUR QUALIFICATIONS

  • Prefer a minimum of 3 years experience with various Zoho ONE modules such as CRM, Projects, Desk, Books, API and Analytics
  • Demonstrated experience with agile projects methodology and Dev Ops processes
  • Data analysis and reporting skills both within and outside of the Zoho platform
  • Ability to create custom functions and scripts inside of Zoho ONE using deluge script
  • Strong project management skills; able to manage multiple projects and stakeholders, overseeing task completion with high attention to detail
  • Ability to work independently and as a member of a team, including coordinating with all functions within the Company
  • Ability to work in a fast-paced and changing environment with a proven ability to document business requirements, use cases and test cases, interacting with stakeholder and various end-users
  • Possess excellent verbal, written, and interpersonal skills
  • Knowledge of healthcare industry technology and best practices is desired 

WHAT’S IN IT FOR YOU?

  • A competitive compensation and benefits program
  • In office (Las Vegas) or remote work
  • An annual employee bonus program
  • Generous paid-time-off (PTO)
  • 8 paid holidays per year
  • Excellent Retirement Savings program
  • An opportunity to become part of a team and a culture that makes a difference to our clients every day

We’re always looking for talented people to join our team!  Qualified applicants are encouraged to apply at careers@infowerks.com.

To learn more, visit infowerks.com or follow us on social media: LinkedIn, Facebook, and Twitter.