Client Experience Manager

11 Days Old

Position Title: CLIENT EXPERIENCE MANAGER Salary: $80000 - $90000 / 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.
This position is eligible for an Employee Referral Bonus! If you know someone that is qualified for this role, please use the ‘job search’ in PeopleHub to refer your referral and email them a link to apply. Your referral will be able to apply by clicking the link in the email. You can check the status through your profile, accessible via Careers in PeopleHub, by clicking on ‘referral tracking.’ For Employee Referral guidelines, FAQs and the Compass Employee Referral Policy, email MyReferral@compass-usa.com. Job Summary The Client Experience Manager’s responsibility is to ensure the onsite delivery of technology hospitality and the positive relationship with all client leadership and client frontline team members. Their main focus will be to provide consistent communication with the client in order to ensure the partner relationship is always fully understood and on good footing. The Client Experience Manager will establish themselves as the primary point of contact for the client onsite as well as also promote the professional growth and development of the entire team. They should have a strong technical background, able to lead conversations with everyone from designers and integrators to end users and clients.
The Client Experience Manager will report to either the Technology Hospitality Manager or the Director, Account Operations and will only be responsible for hospitality at a single client site. Other Managers, Leads, Advocates, Experts and Specialists at their client site will report directly to them. If there are other Managers at the site then their individual program team members will report to that Manager first.
Key Responsibilities: • Develop a weekly cadence with the Managers and Leads at the client site • Develop a weekly cadence with the client managers and client stakeholders at all sites • Assisting the Director with all recruiting, interviewing, hiring and firing of frontline team members • Participates in employee meetings, reviews, and training programs • Manages in compliance with Company-established policies and procedures • Establishes and maintains good rapport with staff, client and guest and other departments • Developing a detailed understanding of our service offerings and processes • Coordination of internal and external resources to deliver consistent, high-quality multimedia support in multiple corporate environments. • Assist Site managers or leads with documentation of client processes for consistent application across multiple locations within a standardized environment • Triage technical and non-technical issues to internal and external parties • Assist site managers or leads with the creation and review reoccurring client reports • Coordination of technical information between internal and external parties for issue resolution • Provide direction for day-to-day activities of remote team members • Ensure that all policies and procedures are followed by team members • This role is not responsible for sales or new client development • Manage the On-Call resources • Review and manage Time Sheets of assigned teams • Manage charge back process with client • Provide pm reports when tasked • Establishes the team schedule as needed • Onsite point of contact for client updates and any new projects, escalations, vendor management, or special assignments as communicated by Client or Director
Preferred Qualifications:
•Bachelor’s Degree or equivalent experience preferred •Confirmed experience in an audio-visual/technical management role •Demonstrated ability to effectively manage technical teams and projects •Exceptional problem-solving and decision-making skills •Strong communication and organizational abilities •Sophisticated knowledge of technical systems and infrastructure •Ability to lift up to 50 pounds as needed •CTS Certification is advantageous Click here to Learn More about the Compass Story
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 for paid time off benefits information. Applications are accepted on an ongoing basis. Waveguide maintains a drugfree workplace.
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Location:
Chicago, IL, US
Category:
Information Technology - SALARY

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