Senior Digital Adoption Representative

Caterpillar Inc.

1d•$128,470 - $192,710•Onsite

About The Position

Join us as a Senior Digital Adoption Representative with the Digital Adoption and Customer Success organization within Cat Digital! Here you'll be at the forefront of innovation—empowering our dealer network with cutting-edge technology, enhancing customer satisfaction, and fueling business growth. In this dynamic role, you'll be the strategic force behind key digital initiatives, helping our partners thrive in a rapidly evolving marketplace. If you're a forward-thinker who thrives on collaboration, problem-solving, and making a measurable impact, this is your opportunity to lead change and make a difference. Let’s build something extraordinary together.

Requirements

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.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
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: 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.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Nice To Haves

Experience working with Caterpillar applications such as VisionLink, Cat Central, Parts.Cat.Com (PCC), SIS
Knowledge in MS Suite including Excel and PowerPoint
Knowledge of CRM tools such as Salesforce and ERP platforms
Knowledge of the Caterpillar Digital ecosystem
Ability to influence internal business partners, dealers and customers on the various digital tools to drive adoption and utilization.

Responsibilities

Governs dealer execution of several strategically important Digital initiatives to support business growth while working with various stakeholders to drive adoption of new technology.
Enables revenue growth by ensuring dealers continue to grow their connected assets population and e-commerce customer adoption.
Actively supports dealers by being a trusted advisor on Digital projects prioritization, ensuring resources are allocated to execute accordingly.
Leads processes improvement on areas such as data management, platform deployment and technology adoption to deliver the best customer experience.
Supports the development and manages implementation of internal/external adoption and communication strategies for new products, technology platforms, and applications.