On-Site Staffing Manager

Job Description

Job Description

Cenero employees are truly empowered to innovate at every level, in every function. We hire high energy activators, that aren't afraid to leverage their passion and expertise. And we're agile, which means you can make a difference with your career, while learning, growing and having fun!

OPPORTUNITY SUMMARY

The On-Site Staffing Manager is a new position responsible for the technicians and engineers placed, full-time or on a dedicated, ongoing basis, at individual customer accounts across the combined PPI-Cenero organization. This person recruits (with recuiter), hires, develops training plan, and manages the performance of that team. The goal is simple: make sure every account has the right person on it, someone who fits culturally and technically, has room to grow, and represents the company well in front of the client. Client Success Managers and Service Sales representatives own the customer account sell/maintain the contract; the On-Site Staffing Manager owns the staffing and performance of the people who deliver against it, and they all work together to grow this area of the business.

This is a customer-facing leadership position, engaging with the client organization at every level, from day-to-day site contacts up to senior leaders such as CIOs, VPs, and senior directors, with the credibility to operate at any of those levels. The On Site Staffing Manager builds a feedback program (rotating monthly customer surveys, service reviews, and team touchpoints) to surface issues early and keep on-site staff connected to the broader organization, and ensures every on-site employee has a visible technical career path so no one feels capped by the account they are assigned to.

ESSENTIAL RESPONSIBILITIES

The following responsibilities are considered essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

•      Lead and grow the combined organization's On-Site Staffing team of technicians and engineers, each assigned on a dedicated or semi-dedicated basis to a specific customer account.

•      Own the full employee lifecycle for on-site staff: recruiting (with help of recruiter), hiring, onboarding, developing ongoing training plan, performance reviews, coaching, and termination decisions.

•      Continuously evaluate the fit of each on-site employee against their assigned account (cultural fit, technical fit, technical aptitude, and client-facing presentation skills), and reassign or develop staff as needed to keep the best possible person on every account.

•      Partner closely with the Client Success Manager or Service Sales representative who owns each account to proactively identify and resolve staffing-related issues, so that client expectations are consistently met and, where possible, exceeded.

•      Serve as a customer-facing point of contact for on-site staffing engagements, engaging with the client organization at every level, from day-to-day site contacts up to CIOs, VPs, and senior directors as needed.

•      Administer a rotating monthly customer survey program and lead regular service review meetings with client stakeholders to capture ongoing feedback on staff performance and account health.

•      Hold regular (weekly/biweekly) touchpoints with the entire on-site staffing team and require attendance at mandatory service meetings, so team members feel connected to and supported by the broader organization.

•      Build and maintain a technical career path for on-site staff, ensuring visible growth opportunities beyond the account they are currently assigned to so no one feels capped by a single placement.

•      Coordinate backfill, surge staffing, and coverage during PTO, turnover, or account ramp-up with the Dispatch/FSE and NOC/TSE teams.

•      Partner with Client Success Managers and Sales & Marketing to expand on-site staffing within existing accounts and grow it as a strategic offering for the combined organization.

•      Build a single, unified on-site staffing model and set of best practices that scales across the full customer base.

•      Own financial performance for the On-Site Staffing team against labor cost, margin, and utilization targets (to be defined); maintain accurate staffing records, account assignments, and time tracking.

•      Occasional Travel may be required

•      Other duties as assigned.

QUALIFICATIONS AND SKILL

•      5+ years of experience leading a team of technical or client-facing staff, ideally in an on-site, embedded, or dedicated staffing environment.

•      Proven experience with the full employee lifecycle: recruiting, hiring, performance management, coaching, and termination.

•      Strong ability to assess technical aptitude and interpersonal/presentation skills, and to match people to the accounts where they will succeed.

•      Working knowledge of AV/IT systems and support environments, sufficient to evaluate the technical fit and growth needs of on-site staff.

•      Executive presence and polish; proven ability to build trust and credibility with client stakeholders at every level, up to and including CIO, VP, and senior director.

•      Experience building customer feedback programs (surveys, service reviews) and career development paths that keep distributed teams engaged.

•      Financial acumen; comfortable managing to labor cost, margin, and utilization targets and reporting on account-level staffing profitability.

•      Commercially minded and collaborative; able to partner with Client Success, Sales, and Service Operations on account growth and staffing logistics (backfill, surge, cross-training).

•      Willingness to travel to customer sites as needed.

HEALTH BENEFITS AND PERKS

• Industry-leading healthcare coverage begins on your first day of employment. We offer a PPO or a HDHP which includes medical, dental, vision, and prescription coverage
• Contribute to your financial security with savings and a 401K Investment plan with company match
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Dependent Care Spending Account (DCA)
• 100% Company paid Life insurance for employees
• 100% Company paid Short Term Disability
• Optional Long Term Disability
• Enjoy paid vacation time and paid holidays annually.
• Paid Time Off awarded at hire
• On-site gym, weight room, locker room
• Augment your education with tuition assistance programs.
• Opportunities to network and connect
• Lucrative Employee Referral program
• Delicious Free coffee

COMPANY INFORMATION

Since 1999, Cenero has helped organizations gain a competitive edge by leveraging audio visual and conferencing technology as productivity tools. Our extensive knowledge of Audio-Visual Systems, Video Conferencing and Network Infrastructure delivers solutions that improve communication and drive efficiency throughout the client’s organization. The right technology can make or break a video meeting. Smart AV solutions can offer both in-office and remote participants an equal seat at the table, so everyone can engage and interact easily and comfortably. AI–informed technology can improve audio, video and interactive experiences, creating a consistency across spaces and seamlessly connecting remote teams. 

Our Constant Connect solution is a suite of managed services that assures technology readiness for all collaboration spaces.  The suite includes: 

• Proactive Managed Services identify and solve issues before meetings even start
• UC Proactive Managed Services monitors rooms and UC platforms like Teams and Zoom to keep spaces fully functional
• Reactive Managed Services provide immediate assistance for all tech issues
• An Analytics Dashboard provides detailed data for more informed business planning
• AV Staffing Services provide on-site support of complex AV technology

We are growing rapidly, and our recent acquisition by Ricoh in October 2022 has accelerated our growth. This acquisition will help RICOH support its customers with their growing number of offices, meeting rooms, and learning spaces that are quickly being modified to support hybrid working and learning models. Cenero has a new headquarters building in Malvern, PA, and 4 other U.S. offices. (New York, Washington DC, Charlotte, and Dallas) We offer a range of flexible AV solutions that improve communication, drive productivity, and empower collaboration.  Our suite of solutions includes systems design and delivery, as well as managed services, which fits in perfectly with Ricoh's portfolio of digital workplace solutions.

At Cenero, we have a vibrant corporate culture which focuses on work/life balance. Cenero has won numerous awards including Best Place to Work and Inc Magazine’s List of the 5000 Fastest Growing Companies (both awards 4 times). You can choose from a broad selection of medical, dental, vision, life insurance, and disability insurance options.  You can contribute to your financial security with a Retirement Savings Plan (401K) with a company match.  You can augment your education with tuition assistance programs. Enjoy paid vacation time and paid holidays annually.  All of your benefits begin on Day One of employment.  

Cenero provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  Direct candidates only.  HLH.      No employment agencies or third-party resumes will be accepted.