Client Relationship Specialist

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 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 complai