Marketing & Customer Support Manager

Northstone, Inc.

Pewaukee, WI

Full-Time

Job Description

Marketing and Customer Support Manager

Responsible for driving customer service, marketing and brand awareness and product preference by:

Developing and deploying product/marketing strategies that effectively articulate the company value proposition.
Overseeing the execution of “world class” order processing and customer service activities.
Recommending business solutions that support customer needs and company interests.
Staying abreast of current industry trends and how the company’s customers are being impacted in order to help the company solve specific market challenges.
Providing effective sales support and channel enablement.

Responsibilities:

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, to map opportunity visibility, and to drive market share growth.
Maintain up-to-date records of competitive offerings, identify strengths and weaknesses, and work cross-functionally to develop positioning strategies to foster the 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 effectivity of marketing collateral, marketing communications, and digital strategies.
Enable the company 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 synergy between customer solutioning and company strategic objectives by maintaining a deep understanding of the company product and utilizing voice of customer (VOC) gathering and collaboration 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.
Direct and coordinate product life cycle tasks (product launch campaigns, updates, end-of-life), including all related marketing activities.
Manage the creation of proactive touch points to customers utilizing multiple channels such as website, social media, virtual meetings, and virtual software.
Coordinate and participate in key customer presentations, industry events, conferences, trade shows and roadshows as needed to promote the company product.
Lead the Commercial Sales & Operations Planning (S&OP) process and actively participate in all necessary phases of the process.
Establish and oversee the development and adherence to global trade compliance.
Manage Channel Network Agreements and company-centric commercial communication; ensure consistency of the company message and branding.
Protect company’s value by keeping information confidential.
Perform cross-functional ad hoc analysis and lead special projects as requested.

Requirements:

BS/BA in Sales, Marketing, Business Administration, or related field.
Minimum 5 years’ experience in product management, and/or strategic marketing; energy sector and/or petroleum lab space experience is highly desired.
3+ years in customer-facing enterprise roles involving account and project management responsibilities.
Experience developing go-to-market strategies and product launches in a B2B and B2C environment with competency in trade compliance and risk mitigation.
Strong marketing leadership including market trends/analysis, VOC analytics, product commercialization/branding, virtual marketing, and product life-cycle management.
Proven ability to work globally including experience working with Channels and demonstrated experience with tradeshows, conferences, and roadshows.
Demonstrated project management skills with prior S&OP and planning experience.
Highly proficient in Microsoft Office Suite and web tools; functional experience with CRM.
Ability to travel domestically and internationally (~10-15%).
Experience collaborating as part of a leadership team, with an acute understanding of business strategy, performance execution, and the ability to exhibit and maintain company Core Values.
Strong leadership skills, with an ability to positively support, influence, and lead internal and external customers as well as peer groups with performance execution.
Decisive, high energy and ability to energize others.
Excellent communication, presentation, promotion, and in person and remote interpersonal skills with the ability to build constructive relationships and sell our solution and its capabilities to a range of audiences.
Ability to translate marketing concepts to business partners and clearly articulate benefits.
Strong technical acumen with the ability to develop deep product know-how.
Ability to quickly learn and understand customer business operational needs and align our offerings to meet them.
Ability to track trends in industry and translate customer and market VOC into quantifiable business opportunities.
Strong organizational and project management skills even in ambiguous situations - be able to work cross functionally, drive multiple projects simultaneously, focus on details, and deliver results in a highly organized manner.
Strong analytical, critical thinking, and problem-solving skills.
Self-motivated, self-starter capable of remaining flexible to changing work priorities.