Associate Field Account Manager

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

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SUMMARY

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The Associate Field Account Manager plays a crucial, foundational role within the client experience team, working both on the front lines and behind the scenes to ensure smooth operations, manage logistics, and provide stellar client experience with each interaction. Essential to the team’s success, they are a primary point of contact for our clients across their territory who excel at engaging with clients and maintaining positive relationships while providing administrative and logistical support to the sales team, collectively driving growth and retention.

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Our Associate Field Account Managers are self-starters that thrive in a team environment and bring excellent communication and client-service skills to the position. Well-versed in client advocacy and problem solving, they confidently manage client needs, interpreting input and feedback, answering questions, and providing solutions to resolve general-level concerns. Key duties include appointment setting, managing and triaging a queue of inbound client support requests, and managing tasks behind the scenes in partnership with the marketing sales team that ensure strong execution on our advertising programs for each territory client. Additionally, they provide clients with clear information and education about their advertising programs, escalating to a second-level team member when more in-depth account management expertise or strategic guidance is needed.

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KEY OUTCOMES & RESPONSIBILITIES

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Key Outcome: Exceptional Client Service

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Key Responsibilities:

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• Act as the proactive and professional first point of contact for all client inquiries, offering detailed information about programs
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• Show empathy and deliver outstanding client care, effectively resolving issues and addressing complaints timely
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• Build and maintain client loyalty by consistently exceeding expectations
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• Ensure prompt response to client requests, adhering to service level agreements
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• Maintain consistent follow-through to ensure client satisfaction and resolution
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Key Outcome: Effective Communication

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Key Responsibilities:

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• Clearly convey information, both verbally and in writing
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• Engage with clients effectively across multiple communication channels, including phone, email, web forms, chat, and text
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• Handle challenging conversations and escalated situations with professionalism
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• Explain various digital media types, their functionality, and different campaign strategies (e.g., branding, paid search, content creation)
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Key Outcome: Sales Support

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Key Responsibilities:

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• Provide administrative and organizational assistance to the marketing sales team within the assigned territory
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• Assist with appointment setting and calendar management
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• Collaborate across teams to directly support client needs by gathering information, offering feedback, and providing recommendations to resolve support requests or issues
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• Work across teams to directly support the sales team in meeting customer needs
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Key Outcome: Accuracy and Precision

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Key Responsibilities:

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• Apply strong time-management skills to consistently meet deadlines while delivering high-quality, accurate work
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• Demonstrate excellent organizational abilities to effectively manage multiple tasks and priorities, ensuring smooth and efficient operations
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• Adapt quickly to changing priorities and manage multiple tasks simultaneously while upholding accuracy in all areas of responsibility
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• Regularly review and validate work to ensure consistency, correctness, and alignment with established guidelines and standards
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Other Responsibilities:

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Other duties may be assigned as needed based on business requirements and the scope of the role

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QUALIFICATIONS

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Required:

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• Associate Degree in Marketing or Business; Bachelor’s degree is a plus
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• 3+ years of Customer Service Experience
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• Digital and Traditional Marketing knowledge
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• Ability to work under pressure and meet deadlines
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• Flexible work hours, as needed, to account for peak times and time zone requirements across the county if necessary
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• Proficient with Microsoft Office tools including Microsoft Word, Excel, and PowerPoint
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• Independent and self-directed yet also team oriented
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• Must be well-organized and detail-oriented with ability to multi-task, capture, and articulate information clearly and accurately
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Preferred:

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• Experience with Microsoft suite of products with Power BI
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• Experience using a customer relationship management system
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• Applied Digital and Traditional Marketing knowledge
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• Working knowledge of different Marketing strategies (branding, Paid Search, Content Creation)
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CORE COMPETENCIES

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• CUSTOMER FOCUS/CLIENTINTIMACY: Seeking to understand client business challenges/needs and delivering continuous value to our clients
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• COLLABORATIVE: Working with teams and across the organization with ease
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• OWNER AGILITY: Able to continuously learn and quickly adapt to changing circumstance
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• RESULTS DRIVEN: Accepts accountability to deliver business outcomes, even under changing circumstances. Delivers on commitments
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• DISCIPLINED: Thinks, plans, and prioritizes work on an ongoing basis, plans and aligns with key team members before acting
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WORK ENVIORNMENT & PHYSICAL DEMANDS

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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.

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Commitment to Diversity, Equity, Inclusion and Belonging

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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.

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EEO DISCLAIMER

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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.

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COMPENSATION

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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- $60,000 and represents the annual salary range in Rochester, NY. Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience.