Customer Support

1 week ago

Pewaukee, Wisconsin, United States CFR Engines Inc. Full time
Customer Support & Marketing Manager

CFR Engines Inc. is seeking a highly skilled and motivated Customer Support & Marketing Manager to join our team in Pewaukee, WI. As a key member of our team, you will be responsible for 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; providing effective sales support and channel enablement.

Key Responsibilities:

  • Leverage customer and install base analytics and collaborate with commercial resources to identify a roadmap for up-sell and cross-sell opportunities.
  • Maintain up-to-date records of competitive offerings, identify strengths and weaknesses, and work cross-functionally to develop positioning strategies to foster CFR 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 CFR 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 solutioning and CFR strategic objectives by maintaining a deep understanding of the CFR 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 touchpoints to customers utilizing multiple channels such as website, social media, virtual meetings, and virtual software.
  • 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 CFR centric commercial communication; ensure consistency of CFR message and branding.

Requirements:

  • Education: BS/BA in Sales, Marketing, Business Administration, or related field
  • Experience: Minimum 5 years' experience in customer service, sales support, and/or strategic marketing; minimum of 3 years in customer-facing enterprise roles involving account and project management responsibilities
  • Software: Highly proficient in Microsoft Office Suite and web tools; functional experience with CRM.
  • Marketing strategies: Experience developing go-to-market strategies and product launches in a B2B and B2C environment with competency in trade compliance and risk mitigation
  • Marketing leadership: Including market trends/analysis, VOC analytics, product commercialization/branding, virtual marketing, and product life-cycle management
  • Global experience: Proven ability to work globally including experience working with Channels and demonstrated experience with tradeshows, conferences, and roadshows
  • S&OP: Demonstrated project management skills with prior S&OP and planning experience
  • Intercultural sensitivity: International and intercultural experience and sensitivity required
  • Travel: Ability to travel domestically and internationally (~10-15%)
  • Leadership: Strong leadership skills, with an ability to positively support, influence, and lead internal and external customers as well as peer groups with performance execution
  • Technical Acumen: Ability to translate marketing concepts to business partners and clearly articulate benefits.
  • Communication: 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
  • Business Acumen: Acute understanding of business strategy, performance execution, and the ability to exhibit and maintain company Core Values.
  • Analytical: Ability to track trends in industry and translate customer and market VOC into quantifiable business opportunities.
  • Time Management: With proven ability to meet deadlines; be able to work cross functionally, drive multiple projects simultaneously,
  • Organized: Strong organizational and project management skills with ability to deliver results in a highly organized manner.

Benefits:

  • Health Insurance: Competitive medical, dental, and vision insurance plans for you and your family. Some fully employer paid
  • Life Insurance: Secure your future and your loved ones with our robust life insurance coverage.
  • Disability Insurance: Protect your source of income if you miss extended time from work.
  • Paid Time Off (PTO): Enjoy extra time off work with our generous PTO policy. We value work-life balance and offer 10 paid holidays to ensure our employees have time to spend with family and friends.
  • 401(k) Retirement Savings Plan: Save for your future with our 401(k) retirement savings plan with employer match.
  • And so much more: We believe in fostering camaraderie and building connections beyond the daily grind which is why we organize monthly events and celebrate employee achievements to bring our team closer together.

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