Job Summary<\/p>\n
\tThe Senior Account Director leads a global team of senior professionals responsible for managing Caterpillar\u2019s most significant mining customer relationships. This role is pivotal in delivering a differentiated customer experience and driving performance through clearly defined customer outcomes. The Senior Account Director serves as the single point of accountability for strategic account performance across all sites, ensuring alignment between customer goals, dealer execution, and Caterpillar\u2019s corporate priorities.<\/p>\n
About the Role \/ What You Will Do:<\/p>\n
\tGlobal Accountability: Owns performance outcomes across all customer sites, ensuring alignment of goals and incentives between the customer, dealer, and Caterpillar. Serves as the single point of contact for high-value Caterpillar accounts, ensuring alignment with client success and company growth objectives.
\n\tExecutive Engagement: Builds and maintains executive-level relationships with customer leadership to understand strategic priorities and influence long-term planning. Builds and sustains strategic, trust-based relationships with mining customers, Caterpillar, and dealer stakeholders, leveraging deep client insight to anticipate needs, resolve issues, and drive long-term value creation.
\n\tStrategic Planning & Execution: Leads the development and execution of global account strategies, including multi-year agreements, tailored go-to-market plans, and performance metrics. Identifies and leads profitable growth opportunities through cross-selling, upselling, and strategic account planning.
\n\tCustomer Relationship Management: Maintains a continuous pulse on customer satisfaction, site-level performance, and evolving business needs. Empowers and is accountable for delivering long-term client partnerships, driving profitable revenue growth, and delivering integrated, customer-centric solutions across Caterpillar divisions.
\n\tCross-Functional Leadership: Aligns internal stakeholders\u2014including Product, Operations, CI, and Support teams\u2014to deliver on customer commitments. Collaborates cross-functionally with internal teams to coordinate seamless service delivery and strategic execution.
\n\tEmpowered Decision-Making: Exercises empowered and strategic decision-making authority to support customer solutions, balancing risk, responsiveness, and business acumen to drive results in complex, high-impact environments.
\n\tForecasting & Incentives: Oversees PINS customer forecasting and ensures incentive programs are directly tied to customer performance metrics.
\n\tRisk Management: Ensures consistency and compliance in global agreements, mitigating risk while maximizing value delivery.<\/p>\n
What You Have – Skills and Experiences:<\/p>\n
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.<\/p>\n
\tChampions, models and directs an organization’s commitment to externally focused decision-making tied to customer business needs and satisfaction.
\n\tProvides customer focused vision, strategy and leadership that exceeds customer expectations.
\n\tPersuasively articulates the link between customer focus and enhanced business success to stakeholders.
\n\tTeaches others to foster customer relationships based on mutual understanding, respect, trust and ‘business partnering’.
\n\tDevelops ‘best practices’ to create, evaluate and enhance customer loyalty that are sought by others within and outside the organization.
\n\tConsults with senior executives regarding critical success factors and details to being a customer focused organization.<\/p>\n
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.<\/p>\n
\tWorks to create a climate that values and rewards good oral and written communication.
\n\tCommunicates effectively with diverse audiences, using appropriate media and language.
\n\tMonitors developments in communications tools for potential use by organization.
\n\tWrites reports, articles, or books for distribution to the business or professional community.
\n\tEnsures important messages are clearly understood.
\n\tCoaches others on methods of improving their own communications.<\/p>\n
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.<\/p>\n
\tLeads complex, high-impact or volatile negotiations involving high business risks.
\n\tAdvocates a win-win approach to negotiating.
\n\tExplains appropriateness of using adversarial negotiating versus joint problem-solving techniques.
\n\tOvercomes resistance to the negotiation process.
\n\tTeaches others the subtleties of negotiating strategic or high-impact agreements.
\n\tNegotiates complex matters involving multiple parties.<\/p>\n
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.<\/p>\n
\tOversees key client reviews to assure service and relationship satisfaction.
\n\tCoaches others in the value, issues, and methods of client partnering.
\n\tCollaborates with clients in the pursuit of common business objectives.
\n\tMaintains status information on major developments in client or partner environment.
\n\tWorks directly with clients to discern business trends and their implications.
\n\tFosters a climate conducive to establishing positive working relationships with outsiders.<\/p>\n
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.<\/p>\n
\tDelivers bottom-line proof with credible third-party validation that proposed solutions deliver benefits of greater value than the competition.
\n\tResearches customer’s industry, strategies, environment and plans to support their business needs.
\n\tBuilds loyalty and ‘partner versus vendor’ relationships by helping customers understand, diagnose and resolve their complex business issues.
\n\tProvides analysis tools to identify, quantify and qualify business issues and solution value components to help clients assess alternative business proposals.
\n\tProvides highly solicited mentoring to various organizations regarding all aspects of ‘value selling’.
\n\tPresents compelling business cases for very complex business issues, shifting proposed solution focus from cost to overall value (benefits\/payback).<\/p>\n
Additional Information:<\/p>\n
\tThis role requires an in the office 5-day-a-week work schedule.
\n\tTravel is required.
\n\tThis position is eligible for relocation assistance.<\/p>\n
Apply via company website ( ) or<\/p>\n
careers.caterpillar.com<\/p>\n
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