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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.

Senior Account Manager (Global Accounts)

Role Definition
The Global Account Manager is responsible for building and maintaining strong relationships with Caterpillar’s Chinese Global Accounts around the world, understanding their business goals, and developing strategies to help them achieve those goals globally.

Responsibilities
• Collaborating with GCI Account Manager on developing a Global Account strategy and communicating with relevant dealers globally for alignment and execution of that strategy.

• Working directly with customers to build strong relationships, establish aligned Global common goals, and drive value through tailored products and services using a consultative approach, ensuring customers' needs are met.

• Developing a deep understanding of the customers organizational and decision-making structure and tailoring the customer strategy to serve both Headquarters and Sites.

• Consult with dealers and internal business partners about sales and service support to deliver a world-class customer experience to Caterpillar Global Accounts.

• Collaborating with partners and following organizational policies and procedures and maintaining clear and direct line of communication within the organization for customer support and escalation needs to meet customer requirements.

Skill Descriptors
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.
 

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.
 

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 Extensive Experience: 
• Acquires and retains customers in multiple settings using 'value selling' techniques.
• Coaches others on the application of 'value selling' principles and practices.
• Delivers value-added services to customers beyond delivery of a purchased product, technology or service consistently.
• Qualifies sales prospects based on a clear understanding of customer business needs and the service company's determined ability to meet those needs.
• Solicits feedback from the customer community as a valued service provider.
• Teaches and coaches 'value selling' to others within the organization.

Posting Dates:

Caterpillar is an Equal Opportunity Employer (EEO).

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