Client Solutions Team Lead

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, and our unique structure as a 100% employee-owned company (ESOP).

SUMMARY

The Field Team Lead (Client Solutions Team Lead) is a strategic, results-driven leader who excels at developing high-performing teams while championing exceptional customer experiences and driving account growth. This role is responsible for managing and mentoring a team of Field Account Managers, equipping them with the tools, training, and support necessary to succeed in both client service and sales. The Field Team Lead is responsible for leading the team with a focus on excellence, fostering strong client relationships, identifying growth opportunities, and ensuring a smooth and efficient experience with our marketing solutions.

As a manager of people, the Field Team Lead is a confident, dynamic leader dedicated to the success of both the team and our client. They inspire their team to deliver exceptional service as trusted advisors, using their marketing expertise and consultative sales skills to understand client needs and effectively present BT’s comprehensive marketing campaigns, including branding, content creation, and paid search. By leveraging industry knowledge, customer insights, and collaborative strategies, the Field Team Lead drives the team to meet ambitious sales goals while ensuring long-term client satisfaction and growth.

KEY OUTCOMES & RESPONSIBILITIES

Key Outcome: Drive Team Excellence and Foster Strong Client Relationships

Key Responsibilities:

• Team Leader and Mentor: Supervise and mentor a team of Field Account Managers, fostering a collaborative and high-performance culture that aligns with company goals; provide coaching, feedback, and development opportunities to ensure individual and team success
• Relationship Builder: Empower the team to create successful long-term client relationships by understanding client needs, proactively addressing concerns, and ensuring regular, meaningful communication that enhances trust and loyalty
• Account Health Champion: Guide the team in overseeing the overall health of assigned accounts, ensuring successful contract renewals, setting, and managing client expectations
• Client Experience Advocate: Model and instill a client-centric mindset, ensuring the team delivers exceptional support, promptly resolves issues, and consistently creates positive client experience
• Strategic Cross-Seller: Equip and support the team to proactively identify and pursue cross-sell opportunities with customers already engaged in Butler/Till programs, driving incremental revenue growth
• Engagement Driver: Lead efforts to maintain high engagement rates with clients by encouraging active, value-added outreach to promote retention and generate new business opportunities

Key Outcome: Grow existing accounts by expanding product adoption and deepening client engagement.

Key Responsibilities:

• Manage Sales Pipeline Development: Lead the identification and nurturing of a strong pipeline for upsell and new business opportunities, ensuring the team consistently prioritizes high-value prospects
• Lead Sales Strategy Implementation: Offer guidance and oversight to the team in driving enrollments for all Butler/Till program offerings using a solution-oriented sales approach
• Drive the Consultative Sales Process: Support and guide the team in implementing consultative sales strategies, ensuring consistent and effective performance
• Set and Monitor Sales Targets: Define measurable sales targets for each team member and regularly review progress, including metrics such as call activity, appointments, presentations, and new enrollments
• Evaluate and Report on Performance: Lead the strategic oversight of team outreach efforts, insights, recommendations, forecasts, and outcomes, ensuring alignment with organizational goals and providing actionable visibility into performance
• Strategically Guide Team to Achieve Revenue Goals: Lead efforts to exceed revenue targets through targeted upselling and cross-selling within existing client accounts

Key Outcome: Drive program retention through strategic engagement

Key Responsibilities:

• Foster Account Health: Monitor and analyze account performance metrics, proactively addressing issues to ensure customer satisfaction and long-term retention
• Cultivate Strategic Customer Loyalty: Build deep, trusted partnerships with clients by delivering ongoing value through personalized engagement and proactive support
• Optimize Client Engagement: Implement high-touch outreach strategies to ensure customers remain actively engaged with Butler/Till programs, continuously reinforcing the value of our offerings
• Leverage Customer Insights: Regularly collect and analyze client feedback, usage data, and engagement trends to inform strategies that strengthen retention efforts
• Execute Renewal Strategies: Secure contract renewals by proactively identifying customer needs, creating strategic account plans, and ensuring smooth negotiation processes
• Continuously Analyze Metrics: Regularly track and maintain detailed data on retention-focused activities, including client interactions, renewal rates, engagement scores, and outcomes

Other Responsibilities:

• Own and execute annual and monthly enrollment activities ensuring an exceptional client experience
• Other responsibilities may be required due to business needs and scope of work
• Some travel to marketing events hosted by BT or clients is required

QUALIFICATIONS

Required

• 7+ years of experience in Sales Management
• 4+ years of experience in end-to-end sales solutions
• Solution-focused sales experience with a strong understanding of consultative selling and sales strategies
• Proven track record in account management with cross-selling expertise
• Excellent communication and presentation skills
• Exceptional negotiation and closing skills
• Self-motivated, results-oriented, and able to thrive in a fast-paced environment

Preferred

• Bachelor’s degree in Sales, Marketing, or Communication preferred – a combination of education and experience will be considered
• 2+ years’ experience with CRM software
• Experience marketing at larger scale events such as trade shows exhibiting
• Outside sales experience
• Experience with marketing products; branding and digital marketing

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 $66,000- $104,000 and represents the annual salary range in Rochester, NY. Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience.