CLIENT EXPERIENCE MANAGER (Audio Visual Operations) - CAMBRIDGE, MA
Compass GroupAbout the role
Position Title: CLIENT EXPERIENCE MANAGER (Audio Visual Operations) - CAMBRIDGE, MA
Reports To: Director, Special Engagements
Salary: $90000 - $105000 / year
At 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 Summary
As 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 conferences
- Must have the ability to make immediate decisions in order to provide the client with an immediate solution without any downtime in client meetings
- Supervise, 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 responsibility
- Work with state of the art Audio Visual conferencing equipment; including webcast and telephone conferencing
- Oversee the management of daily operations for the conference rooms
- Be able to upload and display PowerPoint presentations and slide shows
- Coordinate with outside vendors to successfully execute large scale events
- Schedule equipment and staff to cover the conference and events of the week ahead
- speak with other technology providers to integrate services
- Track equipment inventory and controls as well as SLA compliance including response time and customer satisfaction
- Ensure room check inspections and regular preventative maintenance is performed on all equipment
- Create proposals for new AV equipment, services, or staffing as requested or needed
- To develop, evolve, compile and complete monthly and quarterly metrics and reports and business case analysis and scorecards
- Identify continuous improvement processes for seamless customer service across both lines of business. Follow up on service challenges and take corrective action
Preferred Qualifications:
- A Bachelor’s Degree preferred
- Minimum of four years' work experience in an audio visual manager or supervisor role
- CTS Certification a plus
- Advanced knowledge of integrated AV systems, inclusive, but not limited to: data projection, audio, video, Tanberg, Clear one, Extron, AT&T Connect, Cisco systems
- Proactive mindset to anticipate and support changes in our business
- Superior quantitative, oral and written communications and problem-solving/strategizing skills
- Conformity to the highest standards of personal integrity and ethical behavior
- Exceptional customer service abilities
- Competent in MS applications - Excel, Publisher, PowerPoint, Visio, FrontPage, Word, Internet, and Outlook
- Membership & participation in professional organizations
- This is a hands-on job requiring both management skills and technical skills
- Ability to move conference room tables, chairs and lift 50 pounds as needed
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