Career Area:
Digital
Job Description:
JOB: Sr. CIC Business Development Manager
JOB PURPOSE: The role of the CIC Business Development Manager is to market the capabilities of the Customer Interaction Center to internal Business Units as well as Dealers. After sharing these capabilities and securing the client business, this role is responsible for working with the Customer Interaction Center Team to create detailed implementation plans for either an ongoing or short-term program. This role will serve as the main source of contact for each client beginning with the initial interaction and remain that point of contact throughout the entirety of the relationship between the client and the Customer Interaction Center.
This role is the primary point of contact between CIC operations and business partner clients, interfacing with various staff members to ensure all work is produced on time and on budget to meet the client's current and future needs. Must possess relationship building and management skills, present effectively, and provide strategic, logistical and thought leadership.
Volume: Up to 20+ projects annually
Financial Impact: Portfolio of $4M+
GEOGRAPHICAL RESPONSIBILITY: Global
Direct Reports: 1 Agency Employee
OBJECTIVES:

• Partner with clients to gain an understanding of their campaign goals and challenges.
• Build strong, collaborative business partnerships with key clients, colleagues, and service providers.
• Act as a client advocate by staying current on their program's operations and results as well as business climate changes and marketplace changes.
• Be aware of and promote innovative, creative, strategic and technical marketing initiatives offered by CIC and C&MS marketing partners to achieve client goals.
• Serve as the conduit for communication between internal team members and client teams.
• Understand client challenges to provide up-stream strategic marketing referrals to support marketing efforts.

JOB DUTIES:
This position is accountable for sourcing new business, managing current accounts, and ensuring successful completion of projects. The role will manage client relationships from the beginning interactions where capabilities and needs are discussed all the way through implementation and throughout the duration of the relationship with the Customer Interaction Center.
The role will:

• Serve as the principal communicator with clients and internal stakeholders regarding project status.
• Seek opportunities to expand the Customer Interaction Center programs globally between contact centers in Canada, China and India.
• Create and present proposals for clients
• Create contracts outlining the commitments of service between clients and the Customer Interaction Center
• Manage client expectations for both budget and timelines.
• Use knowledge of Caterpillar and contact center operations along with business acumen to guide the execution of projects
• Be familiar with all capabilities of the Customer Interaction Center to effectively market these services
• Work with Customer Interaction Center Management to create pricing for each initiative.
• Validate monthly billing information is correct in Workfront
• Manage and Direct the Program Coordinator to ensure that project details are correctly entered into Workfront to begin each project as well as assigning other duties and tasks
• Work with CIC team on program, script and reporting development.
• Develop and maintain strong partnership with service providers.
• Network with other Business Units to identify areas of service where the Customer Interaction Center may be able to offer assistance
• Collaborate with Account Managers and other members of the Ironworks Team to identify areas of opportunity to further the business of the Customer Interaction Center
• Present the capabilities of the Customer Interaction Center on marketing calls as well as other forums such as the Annual Dealer Conference
• Perform and execute regular business reviews with CIC team and clients.

Keeps up to date with new industry trends, changing technology and the capabilities of the Customer Interaction Center as related to services provided.
Must communicate effectively across product, industry, dealer and/or customer audiences to gain understanding and acceptance of ideas and recommendations.
Well-developed presentation skills are essential in this role.
Must have ability to work with people from many different backgrounds and cultures, internally and externally, with the appropriate influence and ability to resolve differences. Good human relations skills are required to develop a collaborative/cooperative work relationship with others inside and outside the business unit.
Basic Qualifications:

• Requires a college or university degree, technical certification or equivalent experience.
• 4 plus years of experience working in sales or operations.
• This position should be familiar with project management methodologies as they will participate in multiple projects representing expertise for the application or process.
• Experience working with vendors
• Experience with price negotiation for services

Top Candidates Will Have:

• Interpersonal skills to deal with sensitive, emotional or potentially controversial situations.
• Ability to influence behavior change in people (including customers, suppliers, other employees, dealers, etc.) and/or obtain the cooperation and commitment of subordinates as needed
• Strong planning and communication skills

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
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