What are the responsibilities and job description for the Commercialization Manager position at PPC Flex?
Job Description
Job Description
Position Summary :
The Commercialization Manager role is the key liaison between our Indirect channel partners and PPC support team to drive customer success, resulting in customer satisfaction and sales growth. This individual will be responsible for supporting product commercialization strategies in conjunction with Sales EVP, assigned PPC Sales Rep / NAM to provide added bandwidth for brokers and distributors. This role will partner with Service, Graphics, Technical, Project Management, Operations, Pricing to act as the voice of the customer in the onboarding of new business and improvements to existing portfolio. A strong knowledge of the manufacturing and customer processes is necessary for this position. This position reports to the EVP of Indirect Sales. In the absence of this position coverage is provided by the Indirect Sales Team.
Responsibilities and Duties :
Commercialization Strategy :
Collaborate on new items : PLS, Trialing, Graphics, Planning and order acquisition between customers and Indirect Teams through first shipment. (Partners include Sales Ops, Graphics, Technical Operations, Project Management, Purchasing, Pricing teams, etc.)
Support Indirect Sales Team and Customers in creation of PLS forms, Onboarding docs.
Leverage Salesforce CRM Process for Onboarding, Trialing, and Closed Win Stage Gate Process
Assist in the Pipeline development and implement comprehensive go-to-market strategies for new and existing products utilizing brokers and distributors.
Partner with Finance to leverage onboarding process for new distribution partners add / updates
Customer Experience :
Develop a proactive engagement approach to customer account personnel. Develop professional business relationships with a broad, cross-functional array of contacts within assigned accounts
Utilize customer scorecards and metrics to effectively manage customer expectations and develop plans for how to drive resources that bring growth and profitability. Understand and communicate internally the “outside-in-view” of customer service level.
Use PPC Best in Class Practices, Tools to drive education and service enhancements to the customers and their end customer (i.e. Demand Planning, Inventory Planning, Project Management, Technical Resources, New Product capabilities, Marketing Tools)
Be proactive and be the source of “problem solving” for customer needs.
Drive in-market execution by coordinating promotional campaigns, trade shows, and customer engagement initiatives through channel partners.
Act as a good steward of PPC’s goals and initiatives to balance customer needs.
Relationship Management :
Effective Communication- Proactive thoughtful communication of customer needs related to new products, business growth and service expectations to cross functional teams.
Proactive engagement- initiating contact and anticipating customer and internal team needs before issues arise. Strong conflict resolution skills.
Establish multi-level relationships within customers team and PPC teams, act as a connector of experts to support results.
Leverage Salesforce CRM to keep Contacts and Role, relationships up to date.
Use Net Promoter Scores and Voice of Customer feedback to set improvement goals and / or expand on best-in-class customer relationships.
Cross-Functional Process Collaboration :
Partner with Director of Customer Service on timing and placement of commercialized business to the appropriate Customer Service Specialist.
S&OP Process : Actively participate in the demand consensus process as VOC for consensus forecast. Seeking input from customers via product life cycle, POS, customer Trends.
Advise & collaborate with cross-functional internal teams (including Service, Pre-Media, Engineering, Product Development, Materials, Scheduling, Quality, Production, and Shipping) to support the mission of best-in-class customer experience.
Serve as a liaison between distributors and Pricing teams to ensure pricing accuracy; supporting RFP / RFI Needs (leverage SF CRM RFP Process for Pricing team)
Participate in monthly review of inventory investments and / or aged inventory via S&OP with customer and financial insight in mind. Provide insight into inventory rules / policies.
Active Participant in Financial Segmentation Review to support Margin Growth for customer base.
Analytics :
Generate regular reports on channel performance, market trends, and revenue forecasts for Sales leadership.
Utilize reporting of key performance indicators to be the expert for accounts. On Time delivery, VMI inventory programs, Quality, Sales growth / profit.
Monitor KPIs to track the effectiveness of brokers and distributors.
Provide training, tools, and resources to channel partners to enhance their performance.
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