Customer Relationship Manager - Mining

Caterpillar•Tucson, AZ

3d•Onsite

About The Position

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. As a Customer Relationship Manager, you will serve as Caterpillar’s senior relationship lead for key mining customers across Canada, acting as a trusted advisor to executive and site leaders. You will champion customer needs, build strategic partnerships, and coordinate cross-functional support to drive customer success and long-term value. Success in this role requires strong executive presence, customer advocacy, and the ability to align Caterpillar’s capabilities with customer business objectives.

Requirements

Effective Communication: Exceptional executive-level communication and interpersonal skills, with the ability to influence stakeholders, build alignment, and drive collaboration across all levels of the organization. Spanish and/or Portuguese proficiency is a plus.
Industry Knowledge: Demonstrated knowledge of mining operations, mining technologies, or related industries. Experience in sales, engineering, customer-facing, or commercial roles within the mining sector is preferred.
Account Management: Experience managing strategic customer relationships and account plans, with the ability to coordinate resources, align stakeholders, and deliver consistent value and support to customers.
Customer Focus: Strong understanding of customer-centric principles and practices, with the ability to anticipate customer needs, build trust, and develop tailored solutions that create value and drive customer satisfaction.
Decision Making and Critical Thinking: Proven ability to analyze complex situations, evaluate available information, identify risks and opportunities, and make sound business decisions that support customer and organizational objectives.
Negotiation: Strong negotiation and influencing skills, with the ability to achieve mutually beneficial outcomes while fostering collaborative relationships with customers, dealers, and internal stakeholders.
Relationship Management: Demonstrated ability to establish, develop, and maintain trusted relationships with customers, business partners, dealers, and cross-functional teams to drive long-term success and customer loyalty.
Value Selling: Knowledge of value-based selling principles and practices, with the ability to articulate Caterpillar's value proposition, differentiate products and services, and align solutions with customer business objectives.

Nice To Haves

Spanish and/or Portuguese proficiency is a plus.
Experience in sales, engineering, customer-facing, or commercial roles within the mining sector is preferred.

Responsibilities

Develop and Strengthen Executive Relationships: Build and maintain strong relationships with senior stakeholders across executive leadership, procurement, supply chain, sustainability, and operations organizations. Serve as a trusted partner, fostering long-term engagement that supports customer success and mutual business objectives. Establish credibility with key decision-makers and influencers across the customer's organization.
Develop and Execute a Customer Relationship Strategy: Design and implement a comprehensive customer relationship strategy that includes a clear vision, strategic priorities, engagement plans, key initiatives, and stakeholder mapping. Leverage customer insights to identify opportunities, mitigate risks, and enhance the overall customer experience. Ensure alignment between customer priorities and Caterpillar's business objectives and growth strategy.
Champion Customer Relationship Management: Advocate for the customer relationship strategy across the enterprise, driving alignment, consistency, and accountability. Promote a customer-centric approach that enhances collaboration, continuous improvement, and long-term value creation. Share customer feedback and market insights to influence business decisions and strategic planning.
Serve as the Executive Customer Liaison: Act as the primary point of contact for executive engagement, facilitating access to Caterpillar leadership and strategic resources. Provide customers with insights into Caterpillar's long-term vision, capabilities, and strategic direction. Foster transparent communication and strengthen executive-to-executive relationships.
Lead Global Customer Programs and Incentives: Manage global customer incentive and recognition programs, ensuring consistency, fairness, and alignment with business objectives. Oversee program governance, communications, and compliance with company policies and guidelines. Evaluate program effectiveness and recommend enhancements to maximize customer value and engagement.
Enable Regional and Dealer Growth Opportunities: Coordinate cross-functional and global engagement to support customer opportunities across regions and dealer networks. Facilitate alignment among Caterpillar teams and dealers to ensure a unified customer approach. Provide strategic guidance and a global perspective to help identify, prioritize, and advance growth opportunities.
Driving Business Growth and Customer Outcomes: Identify opportunities to expand customer value, increase engagement, and support profitable growth. Monitor customer satisfaction, business performance, and strategic objectives to ensure successful outcomes. Lead initiatives that strengthen customer loyalty, improve business results, and reinforce Caterpillar's position as a trusted strategic partner.