Pewaukee, WI - Marketing & Customer Support Manager

NCW

Pewaukee, WI

Full-Time

Job Description

The Marketing & Customer Support Manager is responsible for driving customer service, marketing and brand awareness, and product preference by:

• Developing and deploying product/marketing strategies that effectively articulate the CFR value proposition.

• Overseeing the execution of “world-class” order processing and customer service activities.

• Recommending business solutions that support customer needs and CFR interests.

• Staying abreast of current industry trends and how the company's customers are being impacted to help the company solve specific market challenges.

• Providing effective sales support and channel enablement. Typical Duties/Essential Job Functions:

• Leverage customer and install base analytics and collaborate with commercial resources to identify a roadmap for up-sell and cross-sell opportunities.

• Utilize CRM to track customer and account activity and map opportunity visibility.

• Maintain up-to-date records of competitive offerings, identify strengths and weaknesses, and work cross-functionally to develop positioning strategies to foster company product success.

• Monitor and maintain reports on financial, technological, regulatory, and demographic trends to identify new market and product opportunities.

• Advance the sales process by overseeing the Marketing Department and the measurement of the effectiveness of marketing collateral, marketing communications, and digital strategies.

• Enable the company's selling process by driving the creation of sales and partner tools such as playbooks, qualification guides, objection handling, ROI calculators, competitive kill sheets, and FAQs.

• Collaborate with the Commercial Team and Technical Training Team to develop effective sales training materials and events.

• Ensure on-time processing of orders and proactive customer communication to ensure total customer satisfaction.

• Ensure synergy between customer solutions and company strategic objectives by maintaining a deep understanding of the company product and utilizing the voice of the customer (VOC) gathering and collaborating with sales and technical resources to understand customers’ high-level objectives and the most relevant product features/functionality for their specific business needs.

• Conduct market research and analysis of price points to support new product introductions and new market opportunities; make recommendations as appropriate.