Senior Account Manager - Precision Mining

Caterpillar Inc.•Peoria, IL

8d•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. The Senior Account Manager is the primary relationship owner for customers adopting next‑generation mining technologies across North America. This role sits at the intersection of customer success, technology adoption, and commercial alignment—ensuring our customers feel confident, supported, and fully enabled throughout their transformation journey. While technical teams—including solution engineering, deployment specialists, product, and support—design and implement solutions, the Senior Account Manager owns the customer experience end‑to‑end. You will serve as the single, trusted point of contact, orchestrating internal teams, collaborating closely with Caterpillar dealers, and ensuring customers experience a seamless, unified approach across Caterpillar’s expanding technology portfolio. This role also plays a critical part in unifying Caterpillar’s technology go‑to‑market strategy, bringing together existing and newly acquired technology sales teams to present one cohesive, customer‑centric value proposition across all technology suites.

Requirements

Customer Focus: Proven experience in customer-facing sales, account management, or customer success roles.
Industry Knowledge: Mining industry experience (operations, technology, engineering, or similar).
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.
Effective Communications: Excellent communication, expectation-setting, and customer engagement skills. Strong communicator capable of simplifying technical concepts
Self-starter with strong ownership and follow-through.
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.
Relationship Management: Strong relationship-building skills, especially with complex customer organizations and channel partners. Ability to coordinate across multiple internal groups and dealer networks. Collaborative mindset with strong influence skills.
Account Management: Knowledge of account management; ability to manage day-to-day activities, providing services and support to existing clients. Organized, proactive, and able to manage multiple moving parts.
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.

Nice To Haves

Experience supporting technology introduction at mine sites.
Familiarity with mining automation, guidance, analytics, or fleet management systems.
Experience collaborating with Caterpillar dealers or similar distribution models.
Exposure to integrations or go-to-market alignment with acquired businesses.

Responsibilities

Customer Relationship Ownership Serve as the primary, trusted point of contact for mine sites adopting new technologies.
Build and sustain long‑term strategic relationships with customer stakeholders at both site and corporate levels.
Spend time at the mine site to understand customer operations, monitor technology implementation and progress, and learn about critical customer requirements
Proactively monitor customer satisfaction, anticipate issues, and drive resolution by mobilizing internal teams and dealer partners.
Lead structured, regular customer touchpoints to capture operational feedback, evolving needs, and adoption insights.
Customer Success & Technology Adoption Own the customer adoption journey, ensuring customers realize tangible value from new technology investments.
Partner closely with solution engineering, deployment, support, and dealer teams to track implementation progress, risks, and communication needs.
Translate complex technical updates into clear, actionable insights for customers.
Identify and remove barriers to adoption by aligning internal stakeholders around solutions.
Ensure alignment between customer expectations, deployment timelines, and support responsibilities across Caterpillar and dealer organizations.
Enable and position dealers for long‑term, sustainable customer support and operational success.
Internal Coordination & Issue Resolution Own and manage all customer inquiries related to the new offering, ensuring rapid routing to the appropriate internal experts.
Maintain strong cross‑functional alignment with product, engineering, deployment, commercial, and dealer teams.
Capture and document customer challenges, performance feedback, and lessons learned to inform continuous improvement.
Commercial & Go‑to‑Market Alignment Support the integration of newly acquired technologies into a single, cohesive Caterpillar commercial approach.
Ensure consistent messaging, account strategy, and customer engagement across business units and dealers in North America.
Identify and drive upsell and cross‑sell opportunities by deeply understanding customer operations, technology roadmaps, and future needs.
Strategic Account Planning Develop a deep understanding of each mine site’s operational priorities, technology maturity, and business objectives.
Assess readiness and identify sites best positioned for future technology adoption waves.
Support forecasting, pipeline development, and long‑term strategic account planning.