SUMMARY   

The Client Success Advisor is a position that primarily focuses on customer service, campaign management, and retention.   This role requires a high degree of focus on customer service and thorough knowledge of how to present and discuss a full-funnel marketing campaign including Branding, Content Creation, and Paid Search.  The ability to cross-sell additional programs and maintain customer relationships is paramount. This includes making recommendations, presenting options, and suggesting additional programs as a complete and thorough solution, based on customer goals. 

A successful candidate will meet or exceed set expectations around customer service and campaign retention goals. The ideal candidate will demonstrate excellent communication and interpersonal relations skills.  They will be effective in conflict resolution and problem-solving, with strong organizational skills such as time management. This position also may include the development of marketing communications, customer education, website management, and project management.  

KEY OUTCOMES & RESPONSIBILITIES  

Key Outcome: Customer Service 

Key Responsibilities:  

• Professionally manage customer requests via phone, email, webform, and chat. 
• Create and maintain customer loyalty by serving customers above and beyond their expectations. 
• Provide education on BT programs, tactics, and offerings. 
• Deliver exceptional customer care and resolve any issues or complaints with professionalism and in a timely manner. 
• Effectively communicate complex information in verbal and written form. 
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Meet or exceed set client service expectations.
• Ability to work independently, use critical thinking skills to make decisions and demonstrate consistent follow through.
• Assist with all marketing initiatives including webinars, presentations, website management, videos, and email communications.
• Serve as back-up for Client Success Specialist.

Key Outcome: Account Management 

Key Responsibilities:  

• Form trust and build solid customer relationships. 
• Act as the main point of contact for assigned agents to ensure the highest level of customer service across all BT offerings. 
• Responsible for meeting basic service level goals including response time and quality standards. 
• Provides agents with the most consultative and thorough service experience including on-boarding, proactive consultative / relationship activities, and renewal. 
• Responsible for establishing and maintaining ongoing customer relationships, overall customer satisfaction, and customer retention. 
• Regularly check in with agents to assess satisfaction and identify areas of improvement. 
• Develops and maintains expert knowledge of industry trends, product offerings. 
• Responsible for providing education and communication to assigned agents on program education and delivery. 
• Obtain feedback on program offerings for future opportunities. 

Key Outcome: Retention 

Key Responsibilities:  

• Must be comfortable managing “warm” outbound calls and phone communication with customers; this is a primary focus for this position. 
• Increase customer loyalty and provide value. 
• Identify and develop new business opportunities within the account. 
• Grow and maintain participation across all BT program offerings. 
• Meet or exceed defined program retention goals. 

Other Responsibilities:  

• Other tasks assigned as needed, based on scope of work.
• Provide customer service coverage outside of work hours due to peak times and work volume. 
• Present webinars and customer education both in-person and virtually. 
• Possible business travel. 

REQUIRED

• 3+ years of experience in Customer/Client Service, Marketing and/or media field; agency, digital coaching and /or media sales experience.
• 2+ years managing a full-funnel marketing campaign 
• Bachelor’s degree in Communications, Sales, Marketing, or Public Relations, preferred. 
• Working knowledge of commonly used marketing and media concepts and practices; including terminology, campaign strategies (branding, Paid Search, Content creation), and tactics.
• Understanding of marketing strategies and/or Experience in applied marketing strategies (campaign/account management); Branding, Content Creation, and Paid Search specifically   
• Strong presentation skills and ability to work under stress and meet deadlines. 
• A combination of education and experience will be considered.
• Flexible work hours as needed to account for time zone requirements across the country.
• Proficient with Microsoft Office tools including Microsoft Word, Excel (including pivot tables), and PowerPoint 
• Experience using a Customer Service Software (CRM) 
• Understanding of Search Engine Optimization (SEO) 
• Excellent verbal and written communication; including public speaking  
• Advanced organization skills, including time management 
• Strong interpersonal skills, such as empathy and patience 
• Possess effective conflict resolution and problem-solving skills 
• Strong project management skills; must be well-organized and detail-oriented with the ability to multi-task.
• Independent and self-directed yet also team oriented. 
• Must be able to excel in a fast-paced atmosphere and handle a high volume of tasks. 
• Ability to work with little supervision 

PREFERRED 

• Completed Google Certification 
• Thorough understanding of all BT program offerings 
• Proven sales and/or retention experience 
• Familiarity with Google Documents and Power BI preferred 
• Experience with group presentations/public speaking 
• Experience with virtual group presentations/webinars 

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 ENVIRONMENT & 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.