Description
Butler/Till is a results-driven marketing agency offering deeply collaborative client experiences, proprietary technology, and world-class partnerships. At Butler/Till, we take immense pride in our independent, women-owned and led status, our unwavering commitment to a purpose-driven approach, our B-Corp status, and our unique structure as a 100% employee-owned company (ESOP).
SUMMARY
Client Relationship Specialists are vital to our team, fostering positive agency-client relationships. They are experienced account managers dedicated to client satisfaction and growth, focusing on building relationships that drive success. Their role combines sales and customer service, managing and expanding a business portfolio.
Effective account management and client retention are crucial, requiring expertise in campaign management and performance. They ensure marketing strategies align with client goals, using a needs-based approach for cross-selling and upselling. Top performers are dynamic, proactive, and skilled in communication, problem-solving, and organization, consistently meeting retention and cross-sell targets to boost business growth.
KEY OUTCOMES & RESPONSIBILITIES
Key Outcome: Account Management
Key Responsibilities:
- Build and successfully maintain solid relationships with customers as their primary POC at Butler/Till
- Regularly conduct account reviews and subsequent needs assessments with customers to ensure we are aligned with their marketing objectives
- Develop a strong understanding of the customer’s business, identifying opportunities where we can support both current and future state with available marketing programs
- Provide expert-level consultation and recommendations that best support the customer's marketing and growth goals
- Acquire in-depth knowledge of Butler/Till’s diverse range of marketing products, including but not limited to digital marketing, social media campaigns, content creation, and SEO
- Provide expert consultation on currently enrolled programs to upsell or cross-sell additional marketing solutions seamlessly
- Stay abreast of industry trends, market dynamics, and competitor activities
- Continuously add value by providing ongoing education and information that supports understanding of digital marketing, our programs, and the utilization of our offerings
- Build brand advocates and consistently gather feedback on program offerings for future opportunities
- Meet or exceed set account engagement and consulting call targets
Key Outcome: Retention
Key Responsibilities:
- Drive agency and program engagement through scheduled calls and proactive outreach to customers to support high levels of customer satisfaction and drive overall retention
- Action regular engagement campaigns and outreach with any existing customers who aren’t actively engaged, have lapsed with their consulting calls, or are within their marketing program renewal window
- Increase customer loyalty and provide value by executing all key Account Management responsibilities
- Identify and develop new business opportunities within the account to maintain and grow participation across all BT program offerings
- Meet or exceed set customer retention targets
Key Outcome: Account Service
Key Responsibilities:
- Create and maintain customer loyalty by serving customers above and beyond their expectations
- Consistently deliver a white-glove experience with each interaction, which includes on-boarding, standing reporting/consulting conversations, proactive account health check-ins, and any support needs raised
- Maintain exceptional customer care while working to resolve any issues or complaints
- Effectively communicate complex information live and in both verbal and written form
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
- Meet or exceed service level goals, including response time and quality standards
- Proactively work independently, use critical thinking skills to make decisions, and demonstrate consistent follow-through to deliver a high level of service daily
Other Responsibilities:
- Other tasks are assigned as needed, based on the scope of work
- Provide customer service coverage outside of work hours during peak times
- As needed, assist with marketing initiatives, including webinars, presentations, website management, videos, and email communications
- As needed, present webinars and customer education both in-person and virtually
- Possible business travel for in-market events
Requirements
REQUIRED QUALIFICATIONS
- 3+ years of experience in Account Management
- Proven track record in Customer Service/Success
- Strong presentation skills – phone, virtual/video, and in-person
- Ability to work under stress and meet deadlines
- Excellent verbal and written communication skills, including public speaking
- Advanced organization skills, including time management
- Strong interpersonal, problem-solving and conflict-resolution skills
- Strong project management skills; must be well-organized and detail-oriented with ability to multi-task
- Independent and self-directed but collaborative and team-oriented
- Must be able to excel in a fast-paced atmosphere and handle a high volume of tasks
- Proficient with Microsoft Office tools, including Microsoft Word, Excel (including pivot tables), and PowerPoint
- Understanding of marketing strategies and/or experience in applied marketing strategies (campaign/account management); Branding, Content Creation, Paid Search and SEO
- Flexible work hours as needed to account for time zone requirements nationwide
- This is a hybrid role, requiring a minimum of 3 days/week in office
PREFERRED QUALIFICATIONS
- Bachelor’s degree in Sales, Marketing, Communication or a related field
- Working knowledge of commonly used marketing and media concepts and practices, including terminology, campaign strategies (branding, Paid Search, Content creation), and tactics
- Experience using Customer Relationship Management Software (CRM)
- Experience with group presentations/public speaking
- Experience with virtual group presentations/webinars
- Familiarity with Google documents and Power BI
- Completed Google Certification a plus!
WORK ENVIORNMENT & PHYSICAL DEMANDS
The work environment and physical demands characteristics described here are representative of those an employee encounters while performing the essential functions of this job, typically in an office setting or in a home office. An employee in this role may be in a stationary position, often standing or sitting for prolonged periods and using office equipment and computers. The noise level in the office environment is usually moderate. (I.e., business office with computers and printers, light foot traffic, etc.). Reasonable accommodation may be requested to enable individuals to perform the essential functions.
Commitment to Diversity, Equity, Inclusion and Belonging
Our dedication to Diversity, Equity, Inclusion, and Belonging (DEIB) is a cornerstone of our culture. We believe that the diversity and inclusivity of our workforce are sources of strength. As you become part of our community, you'll discover that we are dedicated to creating a positive impact, not only for our clients but also for the communities where we live and work.
EEO DISCLAIMER
Butler/Till is an Equal Opportunity Employer to all employees and applicants and prohibits discrimination and harassment of any kind 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. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
COMPENSATION
Butler/Till is committed to providing pay transparency of our compensation philosophy and ensuring equitable pay practices for our employee owners. The compensation range for this position is $45,000- $63,000 and represents the annual salary range in Rochester, NY. Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience.
This is just one component of Butler/Till’s total compensation package for employee owners. The total compensation package for this position may also include other elements, including ESOP (employee stock ownership plan), an annual bonus, in addition to a full benefits package, and paid time off benefits, including 100% paid parental leave. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
