Senior Field Account Manager

SUMMARY

The Senior Field Account Manager is a highly experienced, client-focused professional responsible for managing strategic client relationships, driving account growth, and delivering exceptional client experiences. Serving as a trusted advisor, this role leverages deep marketing knowledge, business acumen, and consultative expertise to help clients achieve their goals while maximizing the value of Butler/Till's marketing solutions.

As a senior member of the team, the Senior Field Account Manager serves as a subject matter expert and leadership resource, providing mentorship, knowledge sharing, and guidance to peers while supporting team initiatives and best practices. They routinely navigate complex client situations, account transitions, and escalations, partnering across the organization to drive successful outcomes and maintain strong client relationships.

Through strategic account planning, consultative recommendations, and proactive client engagement, the Senior Field Account Manager strengthens retention, increases solution adoption, identifies growth opportunities, and contributes to the continuous improvement of both client outcomes and team performance.

KEY OUTCOMES & RESPONSIBILITIES

Key Outcome: Account Management & Account Health - Deliver measurable improvements in client satisfaction, retention, and growth by managing a portfolio of strategic accounts with precision and care.

Key Responsibilities:

• Manage complex client relationships, account transitions, and sensitive business situations, leveraging advanced problem-solving, influence, and cross-functional collaboration to drive successful outcomes.
• Serve as the trusted advisor for a portfolio of strategic clients, strategize on and provide exceptional service and support.

• Oversee the overall health of assigned accounts, including proactively managing account health, customer expectations, engagement trends, and opportunities to strengthen retention and long-term client success.

• Lead regular virtual and occasional in-person meetings to review performance, align goals, and identify growth opportunities.

• Provide excellent customer support, resolving issues promptly and ensuring a positive client experience.

• Autonomously identify cross-selling opportunities with customers participating in a Butler/Till program.

• Maintain a high engagement rate with customers through active, value-add outreach efforts to support retention and new business generation.

• Ensure a seamless onboarding and ongoing experience that reflects a standard of exception, detail oriented customer care

• Support both virtual and in-market larger-scale events through presenting, marketing, and educating our customers in both 1:1, small group and large group settings.
  
  

Key Outcome: Consultative Advisement - Drive strategic marketing impact by serving as a consultative partner to clients, translating insights into actionable plans and measurable results.

Key Responsibilities:

• Foster strong and lasting customer relationships through the sharing of expertise, product-specific education, and consultation as their respective marketing partner

• Conduct gap analysis with customers to understand their marketing objectives, challenges, and opportunities, identifying opportunities for upselling or cross-selling through expert consultation.

• Translate client objectives into actionable media plans and performance metrics.

• Monitor campaign performance and provide strategic recommendations for optimization on various marketing platforms, including social media.

• Acquire and actively utilize in-depth knowledge of Butler/Till’s diverse range of marketing products, including digital marketing, social media campaigns, content creation, and SEO.
• Serve as a trusted resource for team members by sharing expertise, supporting onboarding efforts, mentoring peers, facilitating knowledge transfer, and promoting best practices across the organization.

• Stay abreast of industry trends, market dynamics, and competitor activities.

• Provide feedback to internal stakeholders based on market insights and agent interactions.

Key Outcome: Strategic Account Growth & Expansion- Drive account growth by increasing solution adoption, expanding program participation, and identifying opportunities that help clients maximize value and business outcomes.

Key Responsibilities:

• Identify upsell and cross-sell opportunities aligned with client goals.

• Maintain high client retention through proactive engagement and value delivery.
• Track and report outreach and engagement activities, insights collected, recommendations made, forecasting, and results across all efforts.
  
  

Other Responsibilities:

• Additional accountabilities and tasks may be assigned by leader/management, to contribute to overall team and agency success.
• Assist in all annual/rolling program enrollment activities as needed to support the account.

• Occasional travel is required to attend marketing events hosted by Butler/Till or its clients.
• Support onboarding, training, mentoring, and skill development of team members by sharing expertise, facilitating best-practice discussions, reinforcing team standards, and serving as a subject matter expert.
• Serve as the first point of escalation for complex client concerns, partnering with internal teams to drive timely resolution while maintaining client confidence and trust.
• Act as a backup resource to the Team Lead by supporting team communication, meeting facilitation, onboarding activities, and special projects as needed.

REQUIREMENTS
Required

• 4-6+ years of experience in Account Management.

• 4-6+ years of experience in end-to-end sales solutions.
• 4-6+ years’ experience with CRM software.

• Deep understanding of digital media platforms, performance metrics, and campaign strategy.

• Solution-focused sales experience with a strong understanding of consultative selling and sales strategies.
• Demonstrated success in integrating social media strategies with broader marketing and sales initiatives.
• Bachelor’s degree in Sales, Marketing, or Communication preferred – A combination of education and experience will be considered.
• Strong understanding of content creation, storytelling, and brand voice for social platforms.
• Ability to identify emerging trends and leverage them to enhance engagement and conversion.
• Proven track record in account management with cross-sell expertise. Excellent communication and presentation skills.
• Self-motivated, results-oriented, and able to thrive in a fast-paced environment.

Preferred

• 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 circumstance

· 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

Travel Requirements

All employees, regardless of role or geographic location, are required to travel to Rochester during their initial onboarding period (ideally within the first 4 weeks of employment) and annually for the Shareholder’s Summit held in June.

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.

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 $55,000 - $86,000 and represents the annual salary range in Rochester, NY. Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience.

This is just one component of Butler/Till’s total compensation package for employee owners. The total compensation package for this position may also include other elements, including ESOP (employee stock ownership plan), an annual bonus, in addition to a full benefits package, and paid time off benefits, including 100% paid parental leave. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.