Marketing & Customer Support Manager

3 weeks ago

Pewaukee, United States Northstone, Inc. Full time
Job DescriptionJob DescriptionMarketing 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.

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