Job Description

Position Title: CLIENT EXPERIENCE MANAGER - BANK OF AMERICA - NEW YORK, NY

Salary: $100000 - $110000 / year

Founded in 1996, Waveguide LLC is an internationally renowned independent consultant in audiovisual design, information technology design, acoustics consulting, on-site technology management and workplace data analytics. Waveguide is headquartered in Charlotte, North Carolina, with regional consulting locations in Atlanta, Los Angeles, New York, Chicago, Houston, Raleigh, Tampa and Portland.

Our award-winning designers and consultants create world-class communication environments that look as good as they perform. And our data analytics solutions empower facility managers with the resource insights they need to optimize building performance and our clients’ technology investment.

Our trusted AV operations teams are among the most experienced and highly qualified in our industry. They are at our clients’ side to tackle the daily technical and logistical challenges of their meetings and events so they can focus on what matters most.

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 we apply our expertise to meet our clients’ needs. Together, we help create strategic technology plans that reflect the way people live, learn and work. We help design efficient buildings and infrastructure that save dollars and make sense. And we design effective technology systems regular people can actually use. But we’re only as good as our people.

We are seeking associates who are passionate, creative thinkers and who will be tirelessly dedicated to building lasting relationships and finding innovative answers to our clients’ most challenging questions.

Within Compass Group, Waveguide is part of the Eurest family that provides dining services to local, regional and national companies across the United States. Services include operating employee dining centers, on-site catering, executive dining rooms, and other managed services.

Job Summary

Working as a Client Experience Manager , 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

Compass 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. 

Associates at Waveguide are offered many fantastic 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)

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.

Applications are accepted on an ongoing basis.

Waveguide maintains a drugfree workplace.

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