Product Specialist

**Career Area**:Marketing / Sales / Product Support**:
**IT'S YOUR TIME**

**It's Your Career. Make it Matter**

Caterpillar is the world’s leading manufacturer of construction and mining equipment, diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. The company principally operates through its three primary segments - Construction Industries, Resource Industries and Energy & Transportation - and also provides financing and related services through its Financial Products segment.

At Caterpillar, you build what matters—whether it’s the career you want, crucial work skills, strong relationships or new digital technologies. There are big jobs to be done worldwide—building critical infrastructure, bolstering local economies, meeting the demand for energy—and that work is powered by our people, which is build through diversity, aiming to achieve the best results.

If you are looking for personal and professional growth in a company with an inclusive culture that seeks equity, respect differences and believes in employee's potential, this is the right place We consider in all positions people with disabilities, diverse gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

**Important**:

- **Don’t forget to include a resumé in English in your profile in Workday**

**Job Purpose**:
The Product Specialist (Customer Success Specialist) is responsible for helping our customers achieve the highest value from our products and services through strong relationships with Cat Dealerships.

**Role Objectives**:

- Facilitate account management processes, thereby developing a trusted partnership environment
- Interface with the various departments within Cat and the dealerships to ensure effective and long-term problem solution, as a dealership trusted advisor and advocate

**Basic Requirements**:
**Education**:Bachelor’s Degree.

**Experience**: 2 plus years of experience in Client Relations/Account Management/Customer Success
- Highly developed interpersonal skills with the demonstrated ability to interact effectively with a wide variety of professional staff across varied disciplines, backgrounds and levels
- Ability to cultivate and sustain client relationships
- Ability to prioritize multiple projects concurrently
- Attention to detail and accuracy
- Superior time management skills
- Resourceful, organized and independent
- Strong team and dealer focus, including the ability to collaborate with client and internal teams

**Language**:Advanced English and Spanish

**Travel**:remote work, availability to travel 20% of the time

**Behavioral skills**:strong analytical and problem-solving skills, quick learner, perseverance, planning, ability to cope with stressful situations and maintain a calm and professional demeanor, self-motivated, with high learning aptitude and initiative, goal oriented.

**Desired Criteria**:

- 6 plus years of experience in Client Relations/Account Management/Customer Success
- Experience of developing processes
- Experience of data analysis and extraction
- Office 365 and PowerBI

**Day to day responsibilities include**:

- Address client inquires and coordinate timely resolution
- Communicate on a regular basis with all designated dealers; become their first point of escalation and incident management. Manage escalations with timely resolution.
- Maintain accurate notes on all client interactions
- Perform Strategic Account Reviews with all designated dealers to review account activity/usage, dealership goals and make recommendations to further adoption
- Managing standing bi-weekly or monthly calls with dealerships
- Maintain Customer Success Manager (CSM) Customer Relationship Management (CRM) tool and other pertinent documentation to monitor overall account activity
- Work cross-departmentally to ensure that all dealership needs are met based on set expectations; work closely with the team to identify methods for strengthen dealership communication and retention
- Remain constantly alert to opportunities to develop, improve and maintain partnership with dealerships
- Develop relationships with dealerships by understanding the dealer’s business strategies and provide them with consultative services that meet their needs
- Possess the ability to manage and review complex reporting and work to present those data points to the dealerships with corresponding summaries and recommendations
- Consistently demonstrate initiative and ownership related to dealerships within your account module

**Detail of benefits for employees**

Our goal at Caterpillar is for you to have a rewarding career. Our teams are fundamental to the success of our clients who build a better world.

Here you earns more than a salary. Because we value your performance, we offer a total rewards package that provides benefits from day one.

**#LI #Caterpillar #Wearehiring**

Caterpillar is an Equal Opportunity Employer (EEO).

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