Senior Account Administrator

Your Work Shapes the World at Caterpillar Inc.

Our common values and focus on inclusion and respect drive the decisions made by our company, teams, and people. This is why we are committed to hiring and building diverse team representatives of the customers we serve globally. When you join our team, you can apply your unique life and job experiences and work in an environment where your ideas are heard, your contributions are celebrated, and your whole-self matters.

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 Cat Financial

Cat Financial is a subsidiary of Caterpillar Inc., the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For more than 40 years, Cat Financial has provided a wide range of financing solutions to customers and Cat® dealers for machines, engines, Solar® gas turbines, genuine Cat parts and services. Headquartered in Nashville, Tennessee, Cat Financial serves customers globally with offices and subsidiaries located throughout North and South America, Asia, Australia, Europe and Africa. Visit cat.com to learn more about Cat Financial.

Role Definition
Manages relationships, satisfaction scores, grows and maintains the business processes and workflows with a key group of customers or business partners.

Responsibilities
• Ensuring up-to-date CRM information is maintained in customer database.
• Identifying and developing business relationships with key customers, key influencers, dealers and senior leaders, and establishing self as an expert resource.
• Management of customer satisfaction target and corporate goals and metrics.
• Understanding of information systems processes and data flows.

Degree Requirement
Degree or equivalent experience desired

Skill Required:

• 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.

• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

• 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.

• Negotiating: Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.

• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

• CRM Strategy Design and Implementation: Knowledge of Customer Relationship Management (CRM); ability to design and run CRM applications to acquire, grow and retain profitable customer relationships.

• Customer Relationship Management (CRM): Knowledge of Customer Relationship Management (CRM) concepts and strategies; ability to evaluate CRM applications and improve CRM business processes.

Consideration for Top Candidates:

• Strong Relationships: The ideal candidate will have a proven ability to build and maintain strong relationships with colleagues, clients, and stakeholders. They should be adept at fostering trust and collaboration, ensuring effective communication and teamwork across all levels of the organization.

• Strong People Skills: The candidate should exhibit excellent interpersonal skills, demonstrating empathy, active listening, and the ability to navigate complex social dynamics. They should be capable of managing conflicts, motivating team members, and creating a positive and inclusive work environment.

• Team Mentality: The candidate should have a collaborative mindset, valuing teamwork and collective success over individual achievements. They should be willing to support their colleagues, share knowledge, and contribute to a cohesive and high-performing team.

Nice to Have:

• Experience with Power BI, specifically within reporting: The candidate should have hands-on experience with Power BI, particularly in creating and managing reports. This includes proficiency in data visualization, report generation, and leveraging Power BI's features to provide actionable insights and support decision-making processes.

• Experience with Salesforce: Familiarity with Salesforce is highly desirable. The candidate should have experience in using Salesforce for customer relationship management, including configuring and customizing Salesforce environments, managing data, and optimizing workflows to enhance business processes.

This position requires incumbents to be onsite in the Nashville main office 5 days per week.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.