Account Manager - Lafayette, IN

JOB POSITION SUMMARY

The Account Manager – serves as the single point of contact (SPOC) for all commercial, technical, and strategic engagement at our customer's Lafayette facility. This role owns the end-to-end customer relationship, ensuring alignment between Caterpillar stakeholders and internal teams across sales, service, engineering, modernization, and project execution.

The primary objective is to protect and grow the customer account by delivering consistent customer experience, proactively identifying risk, and driving long-term service and lifecycle strategies across the crane and lifting equipment fleet.

KEY RESPONSIBILITIES

1. Account Ownership & Customer Relationship Leadership

• Serve as the customer SPOC across all business lines (service, modernization, equipment, safety, technology).
• Own escalation management, issue resolution, and executive alignment.
• Maintain weekly contact with all assigned customer stakeholders; document all activity.
• Build trusted relationships with maintenance, engineering, reliability, safety, plant, and site management.
• Conduct annual (or more frequent as needed) business review presentations.
• Represent customer’s voice internally and Konecranes’ capabilities externally.

2. Strategic Account Planning & Lifecycle Management

• Develop and maintain a multi‑year account strategy aligned with customer operational, safety, and capital planning goals.
• Lead creation of modernization roadmaps, fleet assessments, and lifecycle planning.
• Identify opportunities for:
  • Engineered modernizations
  • Controls, automation, and area control solutions
  • Safety and compliance upgrades
  • Reliability and lifecycle extension initiatives
• Proactively identify operational risks before incidents occur.

3. Commercial Ownership & Opportunity Leadership

• Own the commercial strategy for all customer opportunities.
• Ensure opportunities are properly qualified, scoped, reviewed, and priced.
• Prepare quotes, estimates, and proposals; maintain CRM (Siebel) compliance.
• Move opportunities through the funnel using correct sales stages.
• Support collection efforts for problem accounts.
• Maintain visibility on pipeline, backlog, and forecast accuracy.
• Review and negotiate all non-standard Terms & Conditions.

4. Sales Execution & Activity Management

• Ensure effective sales growth consistent with strategic objectives.
• Engage in direct sales activity to meet/exceed established quotas.
• Participate in weekly sales meetings and required planning processes (budget, forecasting, strategy).
• Participate in required monthly reporting including Rush reports.

5. Cross‑Functional Coordination

• Coordinate internal alignment between:
  • Sales Engineers
  • Application Engineering
  • Field Operations & Service
  • Project Management
  • Product/Technology/Engineering SMEs
• Ensure technical solutions are compliant, appropriate, and executable.
• Prevent fragmented communication or duplicated efforts.
• Facilitate internal approvals before customer commitments.

6. Safety, Compliance & Risk Leadership

• Serve as advisor on crane safety, compliance, and risk mitigation.
• Ensure recommendations align with OSHA, ASME, CMAA, and Caterpillar expectations.
• Reinforce that solutions reduce risk but cannot fully eliminate it.
• Ensure compliance with local, state, federal regulatory requirements.

AUTHORITY & ACCOUNTABILITY

• Accountable for overall account health, customer satisfaction, and long-term growth.
• Authorized to coordinate and prioritize internal resources in support of the customer.
• Responsible for ensuring no work proceeds without proper technical and commercial review.