CLIENT EXPERIENCE MANAGER

Compass Group•Cambridge, MA

7d•$90,000 - $105,000•Onsite

About The Position

Waveguide’s hospitality team believes in using technology to elevate the human connection by inspiring confidence in our client partners. The confidence our world-class audiovisual technology hospitality team inspires allows our clients to deliver events that drive engagement – the gold standard of any successful meeting. To do that, our hospitality team is guided by our HERO ethos, which ensures we observe, respect and reflect our clients’ unique culture back to each attendee at all meetings and events. Hospitality – Always listening Excellence – Always improving Resilience – Always flexible Ownership – Always trusted The Manager’s main role is to provide multi-site or single site management of the hospitality service they are overseeing. Managers are by nature managing people, either on their team or a third party team working towards the delivery of a program or project. 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.

Requirements

3–5 years’ experience in live AV event operations
Strong understanding of AV signal flow and live production workflows
Ability to work independently, prioritize shifting demands, communicate clearly and calmly under pressure
Experience troubleshooting camera/audio/display issues in real-time production environments
A passion for delivering extraordinary service continually challenging in pursuit of the user experience and aspiring for improvement performance.
Superb communication and engagement skills
Strong stakeholder skills to manage expectations and resolutions
Strong influencing, networking, and team working skills

Nice To Haves

QSC Q-SYS Level 1-2 Certification
Dante Level 1-3 Certification
Hands on competence with digital audio consoles (Yamaha DM7C, TF3)
Wireless Mic RF Coordination Experience
Blackmagic Design ATEM Certification (or proven multi M/E switcher experience)
PTZ operation and shading (Panasonic UE150)
Knowledge of LED wall systems (Planar DirectLight Pro)
Experience or Certification with MTR Systems
AV Networking Experience

Responsibilities

Lead, coach, and develop an on‑site AV support team to ensure high‑performance service delivery.
Oversee workflow execution including scheduling, task assignments, and performance management.
Establish, refine, and implement service processes and standard operating procedures.
Operate and Support Large-Format Hybrid Events
Provide Local Technical Support for Live Audiences, Presenters, Remote Participants, and Panel Discussions
Manage Stage Audio Including Wireless Microphones, Table Mics, Headsets, Lecterns, and Dante Audio Routing
Coordinate Video Playback, Multi-Source Switching, Content Routing, and LED Wall Output
Monitor, Adjust, and Optimize Event Audio, Video, Lighting, and Video Feeds
Perform Routine Preventative Maintenance Checks on all AV Equipped Spaces
Create, Track, and Escalate tickets to stakeholders and vendors
Manage and Coordinate with Integration Vendor for Service Visits, escalations, troubleshooting, and new builds/upgrades
Provide rehearsal support, presenter briefings, microphone management, and confidence monitor setup
Support technical production for leadership events, town halls, high-profile internal and external meetings
Manage and Maintain a Media Production Pipeline for Event Photography, Headshot Sessions, and Small-Scale Videography