Client Engagement Consultant

1 week ago

Rochester, New York, United States ButlerTill Full time

At Butler/Till, a results-oriented marketing agency, we pride ourselves on delivering collaborative client experiences, leveraging proprietary technology, and fostering world-class partnerships. As a proud women-owned and led organization, we are committed to a purpose-driven approach, holding B-Corp status, and operating as a 100% employee-owned company (ESOP).

POSITION OVERVIEW

Client Engagement Consultants play a pivotal role in nurturing and enhancing the agency-client relationship. These seasoned account managers are dedicated to ensuring client satisfaction and success. Their responsibilities extend beyond mere account management; they focus on cultivating and maintaining relationships that propel our clients toward their goals.

As enthusiastic service providers, our Client Engagement Consultants embody a blend of sales acumen and customer service expertise, tasked with managing and expanding an assigned portfolio of clients.

Successful account management and client retention are fundamental to our operations. This role demands a keen focus on campaign oversight and performance metrics. It involves consistently collaborating with clients to align their marketing objectives with appropriate strategies. Our Client Engagement Consultants must possess a comprehensive understanding of full-funnel marketing strategies, utilizing their expertise to evaluate client aspirations and recommend tailored marketing solutions through a consultative approach.

PRIMARY RESPONSIBILITIES

Account Management:

  • Establish and maintain robust relationships with clients as their primary point of contact.
  • Conduct regular account evaluations and needs assessments to ensure alignment with marketing goals.
  • Gain a deep understanding of client businesses to identify opportunities for support through our marketing programs.
  • Provide expert consultation and strategic recommendations that align with client growth objectives.
  • Acquire comprehensive knowledge of Butler/Till's diverse marketing offerings, including digital marketing, social media strategies, content development, and SEO.
  • Facilitate seamless upselling and cross-selling of additional marketing solutions based on client needs.
  • Stay informed about industry trends, market dynamics, and competitor activities.
  • Continuously deliver value through ongoing education and insights related to digital marketing and our services.
  • Foster brand advocacy and consistently gather feedback for future enhancements.
  • Meet or exceed established engagement and consultation targets.
Client Retention:
  • Enhance agency and program engagement through proactive outreach and scheduled communications to ensure high levels of client satisfaction.
  • Implement engagement campaigns for clients who may be less active or approaching renewal periods.
  • Boost client loyalty by executing all key account management responsibilities effectively.
  • Identify and cultivate new business opportunities within existing accounts to maximize participation in our offerings.
  • Achieve or surpass established client retention goals.
Account Service:
  • Deliver exceptional service that exceeds client expectations, fostering loyalty.
  • Provide a premium experience with every interaction, including onboarding, regular reporting, and proactive check-ins.
  • Maintain high standards of customer care while addressing any issues or concerns.
  • Communicate complex information clearly in both verbal and written formats.
  • Continuously assess and identify opportunities for process improvements that enhance the client experience.
  • Meet or exceed service level expectations, including response times and quality standards.
  • Work independently while demonstrating critical thinking and consistent follow-through to provide exceptional service.
ADDITIONAL RESPONSIBILITIES:
  • Perform other assigned tasks as necessary.
  • Provide customer service support during peak times as needed.
  • Assist with marketing initiatives, including webinars, presentations, and communications.
  • Present educational content both in-person and virtually as required.
  • Occasional travel for events may be necessary.
QUALIFICATIONS
  • Minimum of 3 years of experience in Account Management.
  • Demonstrated success in Customer Service/Success roles.
  • Strong presentation skills across various formats.
  • Ability to thrive under pressure and meet deadlines.
  • Excellent verbal and written communication skills.
  • Advanced organizational and time management skills.
  • Strong interpersonal, problem-solving, and conflict-resolution abilities.
  • Proficient project management skills; detail-oriented with the ability to multitask.
  • Self-directed yet collaborative and team-oriented.
  • Ability to excel in a fast-paced environment with a high volume of tasks.
  • Proficient in Microsoft Office Suite, including Word, Excel, and PowerPoint.
  • Understanding of marketing strategies and experience in applied marketing.
  • Flexible work hours to accommodate nationwide time zones.
  • This position requires a hybrid work model with a minimum of 3 days in the office.
PREFERRED QUALIFICATIONS
  • Bachelor's degree in Sales, Marketing, Communication, or a related field.
  • Familiarity with marketing and media concepts, including campaign strategies.
  • Experience with Customer Relationship Management (CRM) software.
  • Experience in public speaking and group presentations.
  • Familiarity with Google documents and Power BI.
  • Completion of Google Certification is a plus.
CORE COMPETENCIES
  • CLIENT FOCUS: Committed to understanding client needs and delivering continuous value.
  • COLLABORATIVE: Works effectively with teams across the organization.
  • ADAPTABILITY: Quick to learn and adjust to changing circumstances.
  • RESULTS ORIENTED: Holds accountability for delivering outcomes.
  • DISCIPLINED: Plans and prioritizes work effectively.
WORK ENVIRONMENT

The work environment typically involves an office setting or home office, where employees may be stationary for extended periods. The noise level is generally moderate. Reasonable accommodations may be requested to enable individuals to perform essential functions.

COMMITMENT TO DIVERSITY

Butler/Till is dedicated to fostering a diverse and inclusive workplace. We believe that diversity strengthens our organization and enhances our impact on clients and communities.

EEO STATEMENT

Butler/Till is an Equal Opportunity Employer, committed to prohibiting discrimination and harassment of any kind.

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