Waveguide LLC · 10 hours ago
CLIENT EXPERIENCE MANAGER
Whippany, NJ
Full-time
Onsite
Mid, Senior Level
$90K/yr - $100K/yr
4+ years expWaveguide LLC is an internationally renowned independent consultant in audiovisual design and technology management. The Client Experience Manager is responsible for overseeing audio visual needs in a corporate conference center, ensuring seamless operations and exceptional client service during events.
ConsultingInformation TechnologySoftwareTelecommunications
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
Qualification
Required
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
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
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)
Company
Waveguide LLC
Waveguide was founded in 1996 and has been at the leading edge of advancements in communication technology services ever since – because we understand today’s communication experiences must inspire confidence and engagement, anywhere, anytime, from any device.
201-500 employees
Funding
Current Stage
Growth StageRecent News
2023-11-16
Company data provided by crunchbase