Customer Success Manager

Descripción

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

About EPD:

Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!

Job Summary:

Caterpillar’s Electric Power Division has an open opportunity as a Customer Success Manager (CSM). The CSM will oversee and coordinate project execution management. This is a dynamic and strategic position focused on fostering relationships and partnerships across large gas and data center projects, including leaders in the data center and technology sectors. The CSM plays a critical role in the development and deployment of project timeline management for customer data center projects and alignment with Caterpillar’s commitment to delivering sustainable and reliable solutions.

What you will do:

• Own project execution after award - Serve as the primary owner of large prime power projects once the customer commitment is made and lead execution from order placement through installation and commissioning.

• Develop and manage the customer sales execution plan - coordinate milestones, RTS dates, site readiness, commissioning schedules, change orders, and project governance across the lifecycle

• Act as the central point for coordination - bridge customers, dealers, EPCs, service teams, supply chain, operations, engineering, and product groups

• Validate and refine customer scope - confirm customer requirements, project scope, equipment selections, uptime commitments, site conditions, and execution assumptions ensuring the final solution remains aligned with customer needs.

• Champion customer outcomes throughout the lifecycle - act as VOC & VOB; helping drive dealer readiness, service planning, parts strategy, lifecycle support, customer communications, progress reporting, and successful long-term customer outcomes.

• Working directly with customers to collect information - sell additional products and services to current customers, and ensure customers' needs are met.

What you will have:

• Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
  Level Extensive Experience:
  • Facilitates creation of the 'right' products and services to resolve customer business issues.
  • Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
  • Advises others on creating customer focused environments in various scenarios.
  • Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
  • Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
  • Communicates and models the criticality of customer focus as an organizational strategy.

• Industry Knowledge: Knowledge of the organization's industry group, trends, directions, major issues, regulatory considerations, and trendsetters; ability to apply industry knowledge appropriately to diverse situations.
  Level Working Knowledge:
  • Discusses industry-specific flagship products and services.
  • Demonstrates current knowledge of the regulatory environment for industry segment.
  • Describes the contribution of own function as it relates to the industry segment.
  • Participates in major industry professional associations; subscribes to industry-specific publications.
  • Currently works with a major industry segment and associated functions and features.

• Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
  Level Extensive Experience:
  • Differentiates assumptions, perspectives, and historical frameworks.
  • Evaluates past decisions for insights to improve decision-making process.
  • Assesses and validates decision options and points and predicts their potential impact.
  • Advises others in analyzing and synthesizing relevant data and assessing alternatives.
  • Uses effective decision-making approaches such as consultative, command, or consensus.
  • Ensures that assumptions and received wisdom are objectively analyzed in decisions.

• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
  Level Extensive Experience:
  • Reviews others' writing or presentations and provides feedback and coaching.
  • Adapts documents and presentations for the intended audience.
  • Demonstrates both empathy and assertiveness when communicating a need or defending a position.
  • Communicates well downward, upward, and outward.
  • Employs appropriate methods of persuasion when soliciting agreement.
  • Maintains focus on the topic at hand.

• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
  Level Extensive Experience:
  • Communicates to clients regarding expectations of all parties.
  • Participates in negotiating the terms of the business relationship.
  • Conducts periodic reviews of work effort, progress, issues, and successes.
  • Maintains productive, long-term relationships with clients or vendors.
  • Creates opportunities to educate support teams on client priorities.
  • Empowers others to establish collaborative, healthy relationships.

Top Candidates Will Also Have:

• Bachelor’s degree or equivalent work experience.

• 8+ years of industry experience – Preferred in Electric Power & Data Center applications.

• Understanding of data center design topologies and Cat Electric Power product application within the data center industry desired.

• Previous field and/or account management experience with Caterpillar Dealers and Customers desired.

Additional Information:

• This position is located in Irving, TX; Mossville, IL; Alpharetta, GA; Lafayette, IN

• Domestic travel up to 30-35% & minimal international travel is required.

• Domestic relocation assistance is offered for this position.

• Visa sponsorship is not offered for this position.

• This position requires the candidate to work a 5-day-a-week schedule in the office.

Final Details:

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.Caterpillar.com/Careers

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Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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