Job Description
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.
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