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

Client Experience Manager (Audio Visual Operations) Location: Cambridge, MA Reports To: Director, Special Engagements Salary: $90,000 - $105,000 per 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. 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. Job Summary As a Client Experience Manager (AV Operations), you are responsible for audio‑visual needs in a corporate conference center and for the following: Key Responsibilities Problem solve to troubleshoot and provide solutions for presentation needs under high‑pressure circumstances and conferences. Make immediate decisions to provide the client with immediate solutions without downtime in client meetings. Supervise, motivate, and train staff. Set up communication processes including daily meetings, team meetings, communication log, etc. Manage 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 daily operations for the conference rooms. 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 are performed on all equipment. Create proposals for new AV equipment, services, or staffing as requested or needed. Develop, evolve, compile, and complete monthly and quarterly metrics and reports, 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 of: 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 communication, 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 and 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. Benefits Medical Dental Vision Life Insurance / AD Disability Insurance Retirement Plan Paid Time Off Paid Parental Leave Holiday Time Off (varies by site/state) Personal Leave Associate Shopping Program Health and Wellness Programs Discount Marketplace Identity Theft Protection Pet Insurance Commuter Benefits Employee Assistance Program Flexible Spending Accounts (FSAs) Compass Group is an equal opportunity employer. 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. This posting is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. 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, in a manner consistent with all applicable federal, state, and local laws. Applications are accepted on an ongoing basis. Waveguide maintains a drug‑free workplace. #J-18808-Ljbffr Waveguide LLC