Senior Account Manager

Career Area

Sales

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 is seeking a Datacenter Senior Account Manager to lead a strategic global data center account. In this role, you will serve as the primary customer interface, managing executive relationships worldwide while representing the full portfolio of Electric Power solutions and services to support the customer's critical power infrastructure and business objectives.

What you will do

• Manage and meet Electric Power Division (EPD) business plan for assigned accounts, including revenue, price and volume.

• Manage assigned account’s Request for Product (RFP) pipeline and translation into financial business planning (ABP/RBM) process.

• Manage corporate account contracts with assigned accounts, including loyalty programs, master terms and conditions, and framework agreements while working in close collaboration with the Legal Services Division.

• Manage onboarding process for new dealers including coordination for bid package submittal, commissioning, aftermarket and all process related requirements.

• Develop coverage strategy for each assigned account to leverage technical, project management, commercial and aftermarket resources to maximize Caterpillar revenue and profit.

• Coordinate with the supply chain teams to ensure Caterpillar supply chain serves the need of each customer.  This includes the genset and the complete packaged solution.

• Manage customer annual business review process and customer satisfaction metrics.

• Work with people from many different backgrounds and cultures, internally and externally, with the appropriate influence and ability to resolve differences. Good human relations skills are required to develop a collaborative/cooperative work relationship with others inside and outside the business unit.

• Manage the compliance of assignments and keep up to date with new industry trends, changing technology and regulations affecting the competitive environment. Transfer industry knowledge into EP product planning discussions.

• Support the mentoring and development of Account Managers leading other data center segment accounts to help drive their specific learning / development needs.

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 Extensive Experience:

• Educates others on own organization in terms of the industry - its market position, niche (if any), etc..
• Compares and contrasts the latest developments and emerging issues in the industry.
• Raises coworkers' awareness of industry standards, practices and guidelines.
• Assesses how regulatory and reporting requirements apply to own organization.
• Explains the development of industry segments - trends, consequences, key issues.
• Discusses industry-specific cycles and associated considerations.

• 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.

Level Expert:

• Leads complex, high-impact or volatile negotiations involving high business risks.
• Advocates a win-win approach to negotiating.
• Explains appropriateness of using adversarial negotiating versus joint problem-solving techniques.
• Overcomes resistance to the negotiation process.
• Teaches others the subtleties of negotiating strategic or high-impact agreements.
• Negotiates complex matters involving multiple parties.

• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Level Expert:

• Oversees key client reviews to assure service and relationship satisfaction.
• Coaches others in the value, issues, and methods of client partnering.
• Collaborates with clients in the pursuit of common business objectives.
• Maintains status information on major developments in client or partner environment.
• Works directly with clients to discern business trends and their implications.
• Fosters a climate conducive to establishing positive working relationships with outsiders.

• Account Management: Knowledge of account management; ability to manage day-to-day activities, providing services and support to existing clients.

Level Extensive Experience:

• Evaluates demographics, trends and issues affecting specific markets and customers; makes recommendations accordingly.
• Trains others on the many aspects of managing existing customer accounts.
• Teaches others how to use advanced technologies and tools for account management.
• Anticipates the needs and preferences of key players at relevant customer accounts.
• Advises on the appropriate solutions to complex customer accounts problems.
• Collaborates with the customer on large account activities and monitors customer satisfaction.

• Value Selling: Knowledge of the principles and practices for selling products, technology and services; ability to provide overall product/service 'value' and to differentiate support offerings that address clearly understood customer needs.

Level Expert:

• Delivers bottom-line proof with credible third-party validation that proposed solutions deliver benefits of greater value than the competition.
• Researches customer's industry, strategies, environment and plans to support their business needs.
• Builds loyalty and 'partner versus vendor' relationships by helping customers understand, diagnose and resolve their complex business issues.
• Provides analysis tools to identify, quantify and qualify business issues and solution value components to help clients a