Customer Product Manager

Career Area:

Job Description:

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.

Customer Product Manager is a leadership role that drives strategic and business decisions to accelerate customer adoption of digital products, with a focus on eCommerce, Equipment Management, and Connectivity. The position is responsible for positioning and adoption of digital products and solutions to deliver measurable customer value.

Key Responsibilities

Team Development & Enablement

• Develop and lead a team of Product Adoption Consultants (PACs), ensuring they possess deep expertise in their respective domains.

• Provide strategic guidance and training resources to empower the team's success.

• Drive onboarding and continuous learning initiatives, including role-based enablement and modern training tools.

• Foster a culture of collaboration, accountability, and regional expertise.

• Ensure PACs are deeply engaged with dealer digital teams and gain firsthand insights through field visits to customer sites.

Customer & Product Strategy

• Enable field-based Digital Application Representatives (DARs) and dealers through application training and support.

• Gather marketplace insights and collaborate with industry and product teams to influence future product evolution.

• Engage with customers to identify operational improvement opportunities.

• Monitor product performance and partner with enablement teams and product owners to address issues and enhance functionality.

• Develop and execute customer adoption strategies focused on delivering tangible value.

• Participate in quality assessment and continuous improvement initiatives.

Candidate Profile

• Prior experience in field/customer-facing roles and team management is required.

• Previous experience in technology companies is preferred.

• Prior experience in driving digital product adoption is required.

• Multilingual capabilities are a plus.

Core Competencies

Customer Focus

• Aligns business decisions with customer needs and satisfaction.

• Regularly engages with customers to understand expectations and feedback.

• Links organizational goals to customer outcomes.

Digital Products & Services

• Understands digital product portfolios and their integration across the organization.

• Effectively communicates product features, delivery options, and updates.

• Leads value-based storytelling for customer-facing applications.

Decision Making & Critical Thinking

• Applies structured decision-making techniques.

• Organizes and analyzes relevant data to support informed judgments.

• Assesses risks and alternatives to guide productive outcomes.

Effective Communication

• Delivers constructive feedback and adapts communication style to audience.

• Writes reports and presents ideas clearly.

• Interprets verbal and non-verbal cues to enhance communication effectiveness.

Negotiation

• Uses collaborative techniques to achieve win-win outcomes.

• Focuses on issues, not personalities, and listens actively.

• Demonstrates flexibility and openness during negotiations.

Relationship Management

• Builds and maintains strong relationships with dealers, clients, and peers.

• Responds promptly to requests and monitors satisfaction levels.

• Resolves critical issues and clarifies roles within business relationships.

Technical Excellence

• Applies structured problem-solving to technical challenges.

• Pursues continuous learning and takes on new technical assignments.

• Shares examples of technical excellence in real-world scenarios.

Value Selling

• Applies value-based selling techniques tailored to customer needs.

• Researches customer industries and quantifies benefits in customer terms.

• Documents value-added activities beyond initial transactions.

Additional Information

• Travel Requirement: Approximately 40% within the APD region.

• Relocation & Visa Sponsorship: Not available for this role.

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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