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People all over the world see Caterpillar big yellow equipment shaping their world every day. Few of them realize the large number of people working with jobsites, Cat® dealerships and Caterpillar corporate to help machine owners get the greatest value from their Cat equipment. Senior Account Managers with the Construction Industries Services Division (CISD) are key behind-the-scenes consultants. To get an inside look at the broad scope of what these managers deliver to Managed Accounts customers, we interviewed several about their experiences at Caterpillar. Read each below.
Q. How has your journey led you to the Senior Account Manager position?
A. I joined Caterpillar in 2008, initially working as a consultant with product groups. Later, I got the opportunity to move into sales working directly with customers and Cat dealers in the field. I greatly enjoyed working with dealers and customers directly and found myself at my best when working with them. As a result, I stayed with marketing and sales. I rotated through a few different jobs that provided rich exposure to our diversified customer segments. I guess curiosity is a constant driver for me. After nearly 15 years working in prime products, I found myself interested in the aftermarket side of the business and was very excited to get an Account Manager position, where I continue to explore different business segments but still work closely with dealers and customers. One of the things I enjoy most about this job is that I can learn something new every day.
Q. What are your responsibilities in this role?
A. For the CISD Managed Accounts Team, our ultimate goal is to provide a world-class customer experience to some of our largest Caterpillar customers. My main responsibilities are managing available Cat products and solutions to meet customer needs. Whenever possible, I work to exceed customer expectations as well as demonstrate Caterpillar’s best products and industry-leading services. As Account Managers, we are closest to customers and often provide tailored solutions. As long as customers continue to be more successful with Caterpillar and Cat dealers, they will expand their business with us. When that happens, I think we have fulfilled our responsibilities.
Q. What does a typical day look like in your role?
A. In a role managing customers with a broad global presence, I support approximately 20 dealers and even more customers. A big part of the job requires travel to meet with customers and dealers across different time zones. Thanks to the latest digital communication tools, I can coordinate virtual meetings with dealers and customers. In-person meetings are still irreplaceable for our industry, and we are a first-tier force to gather the voice of the customer (VOC). VOC guides the tactics that best serve the customers’ needs.
Q. What would you say are the top issues or challenges that customers are facing now?
A. This is a question we are pursuing every day as a Managed Accounts Team. One word that continually comes up is consistency. Our global customer accounts request consistency not only to manage budgets but also their experiences with Caterpillar and Cat dealers. That’s why I talk a lot about tailored solutions. The Managed Accounts Team’s job is to work toward greater consistency and gradually optimize our commitment to our customers in the long term. There’s also a sense of urgency, so we want to respond quickly.
Q. Are there specific collaborators that you work with the most? Or is it a mixed group of experts and consultants?
A. As Senior Account Managers we need the broadest group of collaborators to achieve our goals. For example, I need to work with the CISD team, from the Account Services Representatives (ASR) to all their solution consultants. I also work with the Distribution Services Division (DSD) to maintain their support and, of course, I have strong relationships with the prime product teams. So, communication and collaboration skills are vitally important as a Senior Account Manager.
Q. What do customers value in their relationships with you?
A. I think most customers appreciate the peace of mind they gain working with Caterpillar and Cat dealers. They know they have somebody to call and rely on. Situations arise and response time is critical. So, if we respond to customers quickly, we can keep the lines of communication open, even if we can’t resolve the issue immediately. Customers recognize our commitment to excellence and continuous improvement. They know they can rely on us to always be there to help in any situation. This level of commitment to customer success is what helps differentiate us from competitors.
Learn more from another Senior Account Manager interview.