Customer Success Manager

Customer Success Manager

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.

About EPD:

Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands.

We're committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!

Job Summary:

Caterpillar's Electric Power Division has an open opportunity as a Customer Success Manager (CSM). The CSM will oversee and coordinate project execution management. This is a dynamic and strategic position focused on fostering relationships and partnerships across large gas and data center projects, including leaders in the data center and technology sectors. The CSM plays a critical role in the development and deployment of project timeline management for customer data center projects and alignment with Caterpillar's commitment to delivering sustainable and reliable solutions.

What You Will Do:

• Own project execution after award - Serve as the primary owner of large prime power projects once the customer commitment is made and lead execution from order placement through installation and commissioning.
• Develop and manage the customer sales execution plan - coordinate milestones, RTS dates, site readiness, commissioning schedules, change orders, and project governance across the lifecycle
• Act as the central point for coordination - bridge customers, dealers, EPCs, service teams, supply chain, operations, engineering, and product groups
• Validate and refine customer scope - confirm customer requirements, project scope, equipment selections, uptime commitments, site conditions, and execution assumptions ensuring the final solution remains aligned with customer needs.
• Champion customer outcomes throughout the lifecycle - act as VOC & VOB; helping drive dealer readiness, service planning, parts strategy, lifecycle support, customer communications, progress reporting, and successful long-term customer outcomes.
• Working directly with customers to collect information - sell additional products and services to current customers, and ensure customers' needs are met.

What

You Will Have:

• 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.
• Industry Knowledge:
  Knowledge of the organization's industry group, trends, directions, major issues, regulatory considerations, and trendsetters; ability to apply industry knowledge appropriately to diverse situations.
• 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,…