CLIENT EXPERIENCE MANAGER (Audio Visual Operations) - CAMBRIDGE, MA

WaveguidePosition Title: CLIENT EXPERIENCE MANAGER (Audio Visual Operations) - CAMBRIDGE, MAReports To: Director, Special EngagementsSalary: $90000 - $105000 / yearAt Waveguide, we build relationships. Whether it’s your relationship with a client, or the relationship of a technology system to its environment, our success and the success of our clients depends on how you apply your expertise to meet the moment’s challenge. For three decades, we have brought long-range, strategic thinking to AV, IT and acoustics design and operations challenges, focusing not just on technology in the built environment, but also on how people, processes and places fit together to reflect the way people actually work, learn and play – no matter where they are in the life cycle of their technology journey. Our consultants are among the most qualified in the industry and have provided award-winning AV, IT and acoustics design services for some of the most well-known corporate, education, government and community clients worldwide, and our highly certified on-site technology hospitality advocates have become integral to the culture of global enterprises, tackling the daily technical and logistical challenges of our clients’ meetings and events so they can focus on what matters most – their business.We are seeking passionate, creative thinkers who will be tirelessly dedicated to building lasting relationships and finding innovative answers to our clients’ most challenging questions. If that sounds like you, then you’re looking for us, and we’re looking for you.Job SummaryAs a Client Experience Manager (AV Operations), you are responsible for audio visual needs in a corporate conference center. Additionally, you will be responsible for the following:Key Responsibilities:The candidate must be able to problem solve to troubleshoot and provide solutions for presentation needs under high-pressure circumstances and conferencesMust have the ability to make immediate decisions in order to provide the client with an immediate solution without any downtime in client meetingsSupervise, motivate and train staff. Set up communication process including daily meetings, team meetings, communication log, etc.Must be capable of managing own time, working within the broader IT department areas of responsibilityWork with state of the art Audio Visual conferencing equipment; including webcast and telephone conferencingOversee the management of daily operations for the conference roomsBe able to upload and display PowerPoint presentations and slide showsCoordinate with outside vendors to successfully execute large scale eventsSchedule equipment and staff to cover the conference and events of the week aheadspeak with other technology providers to integrate servicesTrack equipment inventory and controls as well as SLA compliance including response time and customer satisfactionEnsure room check inspections and regular preventative maintenance is performed on all equipmentCreate proposals for new AV equipment, services, or staffing as requested or neededTo develop, evolve, compile and complete monthly and quarterly metrics and reports and business case analysis and scorecardsIdentify continuous improvement processes for seamless customer service across both lines of business. Follow up on service challenges and take corrective actionPreferred Qualifications:A Bachelor’s Degree preferredMinimum of four years' work experience in an audio visual manager or supervisor roleCTS Certification a plusAdvanced knowledge of integrated AV systems, inclusive, but not limited to: data projection, audio, video, Tanberg, Clear one, Extron, AT&T Connect, Cisco systemsProactive mindset to anticipate and support changes in our businessSuperior quantitative, oral and written communications and problem-solving/strategizing skillsConformity to the highest standards of personal integrity and ethical behaviorExceptional customer service abilitiesCompetent in MS applications - Excel, Publisher, PowerPoint, Visio, FrontPage, Word, Internet, and OutlookMembership & participation in professional organizationsThis is a hands-on job requiring both management skills and technical skillsAbility to move conference room tables, chairs and lift 50 pounds as neededClick here to Learn More about the Compass StoryAssociates at Waveguide are offered many fantastic benefits.MedicalDentalVisionLife Insurance/ ADDisability InsuranceRetirement PlanPaid Time OffPaid Parental LeaveHoliday Time Off (varies by site/state)Personal LeaveAssociate Shopping ProgramHealth and Wellness ProgramsDiscount MarketplaceIdentity Theft ProtectionPet InsuranceCommuter BenefitsEmployee Assistance ProgramFlexible Spending Accounts (FSAs)Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_Waveguide.pdfCompass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity.We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/Applications are accepted on an ongoing basis.Waveguide maintains a drugfree workplace.