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Director - Strategic Accounts

2 months ago

Phoenix, United States Caterpillar Full time

Career Area:

Sales

:

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.

Job Description:

The Director of Strategic Accounts will lead a team of skilled professionals responsible for all aspects of account management for Caterpillar's largest mining customers across the globe.

The leadership responsibilities include setting the vision for the accounts, strategy development, strategy execution, global relationship management, driving alignment across Caterpillar teams and dealers in the sale and support of large mining equipment.

This role ensures our customers receive the greatest customer experience which drives satisfaction and loyalty.

Job Duties:

Reporting directly to the Director - Strategic Accounts is a team of customer Account Managers. This team develops and maintains effective relationships with major mining customers so that sales and growth objectives can be achieved. While this position is responsible for management of the largest mining customer accounts headquartered in a specific region, the responsibility includes the management of team members, dealers, and customer locations worldwide.

The incumbent manages the corporate relationship with 5 - 10 key global mining accounts. Direct corporate contacts are developed yielding a deeper understanding of customer business processes and long-term plans. This position establishes high-level relationships with key mining customer business decision makers and identifies business needs and problems. Facilitation of senior and executive relationships throughout the organization is also a function of this role.

This position is responsible for negotiating complex, multi-year agreements valued in the billions of dollars and signed by Caterpillar and customer executives. This position must be able to deliver mutually beneficial solutions with the mining customers. Once this agreement is reached, this role ensures commitments are executed per the contract, manages major mining equipment transactions, and drives consistency for key mining customers on a worldwide basis, so that risk is managed appropriately.

The position also supports Caterpillar Marketing teams in the achievement of mining business plans. The responsibilities include assuring the proper commercial package is structured between the dealer, marketing companies and other product groups to assure the business is obtained. This is accomplished through effective development and management of strategies, creative packaging of appropriate financing and product support terms and the resolution of availability/order board issues.

Develops, executes, and manages go-to-market strategies for key mining customers, and leads team that develop and execute these account strategies for specific accounts. This position acts as a consultant to cross-functional internal Caterpillar teams to ensure the direction and account strategies are executed. The position consults with dealers and districts about sales and service support of product to the customers, to ensure satisfaction is maintained. The position also develops and implements market strategies and securing commitment of Caterpillar and dealer resources to assure continued customer satisfaction.

The position is held accountable for managing PINS customers, collecting, and validating customer forecasts, ensuring incentives and benefits received are according to the agreement and, most importantly, ensuring the rewards and incentives received by customers are appropriate relative to their peers.

The position is also responsible for working with teams that manage and execute Continuous Improvement, Operations and Product Support goals and targets with global account customers.

Typical internal stakeholders include various positions such as Product Manager, Region Manager, General Manager, Director, and Executive personnel to help resolve high tension customer issues as needed. External contacts include Dealer General Managers, Vice Presidents, and Dealer Principals, as well as Customer General Managers and top Executives.

This position confronts complex issues or problems - with Caterpillar executive awareness - that require careful analysis and diagnosis. Problems are often unique, and solutions can require original approaches.

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.

Champions, models and directs an organization's commitment to externally focused decision-making tied to customer business needs and satisfaction.

Provides customer focused vision, strategy and leadership that exceeds customer expectations.

Persuasively articulates the link between customer focus and enhanced business success to stakeholders.

Teaches others to foster customer relationships based on mutual understanding, respect, trust and 'business partnering'.

Develops 'best practices' to create, evaluate and enhance customer loyalty that are sought by others within and outside the organization.

Consults with senior executives regarding critical success factors and details to being a customer focused organization.

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.

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.

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.

Analyzes and discusses alternatives with multiple stakeholders.

Monitors developments in critical-thinking and decision-making models for potential use by organization.

Coaches others in decision-making models, processes, and practices.

Anticipates special issues and considerations for effective decision-making during a crisis.

Shares experiences regarding optimal timing and circumstances for refraining from or making decisions.

Differentiates between content and context of a decision.

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.

Works to create a climate that values and rewards good oral and written communication.

Communicates effectively with diverse audiences, using appropriate media and language.

Monitors developments in communications tools for potential use by organization.

Ensures important messages are clearly understood.

Coaches others on methods of improving their own communications.

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.

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.

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.

Articulates historical background and future perspective of account management

Leads discussions on the historical background and future perspective of account management.

Creates a system to delegate accounts to sales and support associates.

Predicts industry trends and developments with account management practices.

Develops strategies and blueprints for the account management function.

Designs systematic standards and procedures on a full spectrum of account management processes.

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.

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 assess alternative business proposals.

Provides highly solicited mentoring to various organizations regarding all aspects of 'value selling'.

Presents compelling business cases for very complex business issues, shifting proposed solution focus from cost to overall value (benefits/payback).

Required Background and Experience:

Requires 10+ yrs. experience in customer relationship management, original equipment and aftermarket sales and marketing and a good working understanding of the needs of customers, dealers, and product groups.

Requires college/university degree or equivalent experience.

In addition to strong leadership skills this role needs someone who has highly proficient team working skills and has the interpersonal skills to successfully influence others and achieve goals across the Caterpillar and Dealer organizations.

Requires strong product/application background (including familiarity with mining customers' business drivers, KPIs and metrics) as well as a thorough understanding of merchandising programs and dealer operations.

Requires proven leadership managerial skills along with good human relations and communications skills. Excellent interpersonal skills are required to deal with sensitive issues, develop others, or persuade others inside and outside the department to take specific actions.

Demonstrated capabilities to develop and execute at both tactical and strategic levels is required.

6 Sigma experience would be highly beneficial.

Location:

The role will be based in Tucson, AZ and domestic relocation will be offered for the role.

Employee benefit details:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just a salary because we value your performance. We offer a total rewards package that provides benefits on day one (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus. Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

Final details:

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application - please use the candidate log-in on our career website as it will reflect any updates to your status. For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/socialmedia

#LinkedIn

Relocation is available for this position.

Visa Sponsorship is not available for this position. 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.

Posting Dates:

July 3, 2024 - July 22, 2024

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

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

Not ready to apply? Join our Talent Community.

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