Client Engagement Consultant

1 week ago

Rochester, New York, United States ButlerTill Full time

Butler/Till is a results-oriented marketing agency that emphasizes collaborative client interactions, innovative technology, and exceptional partnerships. We take pride in our independent, women-owned and led status, our commitment to a purpose-driven approach, our B-Corp certification, and our unique structure as a fully employee-owned company (ESOP).

POSITION OVERVIEW

Client Engagement Consultants are vital members of our team, serving as essential links in nurturing a positive agency-client relationship. They are seasoned account managers dedicated to ensuring our clients are satisfied and flourishing. Their role transcends mere account management; it involves cultivating and maintaining relationships that propel our clients' success. As dedicated service providers, our Client Engagement Consultants embody both sales and customer service roles, tasked with managing and expanding an assigned portfolio.

Effective account management and client retention are foundational to our success. This role demands a keen focus on campaign oversight and performance metrics. It is about consistently collaborating with our clients to align their marketing needs with chosen strategies. Our Client Engagement Consultants must possess a comprehensive understanding of full-funnel marketing strategies, leveraging their expertise to evaluate clients' objectives, comprehend their aspirations, and recommend marketing solutions through a consultative, needs-based approach.

Top performers are dynamic, proactive self-starters who bring confidence and a commitment to outstanding service to every interaction. They exhibit excellent communication and interpersonal skills, excel in problem-solving and conflict resolution, and demonstrate strong organizational capabilities. Successful Client Engagement Consultants are adept at meeting and surpassing established retention and cross-sell targets, positively influencing both account growth and the overall business performance.

KEY RESPONSIBILITIES

Account Management:

  • Establish and maintain robust relationships with clients as their primary point of contact at Butler/Till.
  • Conduct regular account evaluations and needs assessments to ensure alignment with clients' marketing objectives.
  • Develop a deep understanding of clients' businesses, identifying opportunities for support through available marketing programs.
  • Provide expert-level consultation and recommendations that align with clients' marketing and growth aspirations.
  • Gain comprehensive knowledge of Butler/Till's diverse marketing offerings, including digital marketing, social media strategies, content development, and SEO.
  • Offer expert guidance on current programs to facilitate seamless upselling or cross-selling of additional marketing solutions.
  • Stay informed about industry trends, market dynamics, and competitor activities.
  • Continuously enhance value by providing ongoing education and insights regarding digital marketing and our service offerings.
  • Foster brand advocates and consistently gather feedback on program offerings for future enhancements.
  • Meet or exceed established account engagement and consulting call objectives.
Client Retention:
  • Enhance agency and program engagement through scheduled outreach and proactive communication to ensure high levels of client satisfaction and retention.
  • Implement regular engagement initiatives with existing clients who may not be actively involved or are approaching program renewal periods.
  • Boost client loyalty and deliver value by executing all key account management responsibilities.
  • Identify and cultivate new business opportunities within accounts to maintain and expand participation across all Butler/Till program offerings.
  • Meet or exceed established customer retention benchmarks.
Account Service:
  • Build customer loyalty by exceeding expectations in service delivery.
  • Deliver a premium experience with each interaction, including onboarding, regular reporting, proactive account health assessments, and addressing support needs.
  • Maintain exceptional customer care while resolving any issues or complaints.
  • Effectively communicate complex information both verbally and in writing.
  • Continuously assess and identify opportunities for process improvements that enhance the customer experience.
  • Meet or exceed service level expectations, including response times and quality standards.
  • Proactively work independently, utilizing critical thinking skills to make informed decisions and demonstrate consistent follow-through to deliver high-quality service daily.
ADDITIONAL RESPONSIBILITIES:
  • Perform other tasks as assigned based on the scope of work.
  • Provide customer service support outside of regular hours during peak periods.
  • Assist with marketing initiatives, including webinars, presentations, website management, and email communications as needed.
  • Present webinars and customer education sessions both in-person and virtually as required.
  • Occasional business travel for events may be necessary.
QUALIFICATIONS

Required:
  • 3+ years of experience in Account Management.
  • Demonstrated success in Customer Service/Success roles.
  • Strong presentation skills across various formats (phone, virtual/video, and in-person).
  • Ability to perform under pressure and meet deadlines.
  • Excellent verbal and written communication skills, including public speaking capabilities.
  • Advanced organizational skills, including effective time management.
  • Strong interpersonal, problem-solving, and conflict-resolution abilities.
  • Proficient project management skills; must be detail-oriented and capable of multitasking.
  • Independent and self-directed while also being collaborative and team-oriented.
  • Ability to thrive in a fast-paced environment and manage a high volume of tasks.
  • Proficient in Microsoft Office tools, including 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 accommodate nationwide time zone requirements.
  • This is a hybrid role, requiring a minimum of 3 days per week in the office.
Preferred:
  • Bachelor's degree in Sales, Marketing, Communication, or a related field.
  • Familiarity with commonly used marketing and media concepts and practices, including terminology, campaign strategies (branding, Paid Search, Content creation), and tactics.
  • Experience with Customer Relationship Management Software (CRM).
  • Experience with group presentations/public speaking.
  • Experience with virtual group presentations/webinars.
  • Familiarity with Google documents and Power BI.
  • Completion of Google Certification is a plus.
CORE COMPETENCIES
  • CUSTOMER FOCUS: Committed to understanding client needs and delivering continuous value.
  • COLLABORATIVE: Works effectively with teams and across the organization.
  • AGILITY: Adapts quickly to changing circumstances and continuously learns.
  • RESULTS-DRIVEN: Accepts accountability for delivering business outcomes.
  • DISCIPLINED: Plans and prioritizes work consistently, aligning with key team members.
WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job, typically in an office or home office setting. An employee in this role may be in a stationary position, often standing or sitting for extended periods while using office equipment and computers. The noise level in the office environment is usually moderate. Reasonable accommodations may be requested to enable individuals to perform 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 part of our community, you'll discover our commitment to creating a positive impact for our clients and the communities where we operate.

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