Client Relationship Specialist - Butler/Till Media : Job Details

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 not just key players in our team but crucial links in fostering a positive agency-client relationship. They are experienced account managers committed to ensuring our customers are satisfied and thriving. Their role is not just about managing accounts but about building and nurturing relationships that drive our clients' success. As passionate service providers, our Client Relationship Specialists are part salesperson and part customer-service rep, responsible for managing and growing an assigned business book. Effective account management and client retention are not just tasks but the backbone of our success. They require a high degree of focus on campaign management and performance. It's about consistently partnering with our clients to ensure their marketing needs align with selected marketing tactics. Our Client Relationship Specialists must thoroughly know how to present and discuss a full-funnel marketing strategy, using their marketing expertise to assess clients' goals, understand what they want to achieve in the short and long term, and advise customers on marketing solutions through a needs-based, cross-sell and upsell approach. Top performers are dynamic, proactive self-starters who bring confidence and a passion for stellar service to each conversation. They have excellent communication and interpersonal skills, are highly effective in problem-solving and conflict resolution, and possess strong organizational skills. Successful Client Relationship Specialists are comfortable meeting and exceeding set retention and cross-sell monthly targets, positively impacting the growth of the overall account and the business's bottom line. 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

RequirementsREQUIRED 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!

CORE COMPETENCIES

• CUSTOMER FOCUS/CLIENT INTIMACY: seeking to understand client business challenges/needs and delivering continuous value to our clients
• COLLABORATIVE: working with teams and across the organization with ease
• OWNER AGILITY: able to continuously learn and quickly adapt to changing circumstances
• RESULTS DRIVEN: accepts accountability to deliver business outcomes, even under changing circumstances. Delivers on commitments
• DISCIPLINED: Thinks, plans, and prioritizes work on an ongoing basis, plans and aligns with key team members before acting

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.