Functional-Technical Salesforce Customer Success Manager/Business Analyst

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.

Do you thrive at the intersection of technology, customer relationships, and business strategy? Do you excel at translating complex business requirements into measurable, scalable, and sustainable results through hands-on implementation?

Solar Turbines is seeking a self-motivated, high-energy Customer Success Manager with deep technical and functional expertise in Salesforce, a passion for innovation, strong execution, and a commitment to timely delivery and continuous improvement. This is not a passive support role it is a high-impact opportunity to serve as a strategic advisor and an actionable implementation partner.

As a trusted functional-technical advisor, you'll collaborate with business stakeholders, solution architects, and cross-functional technical teams to deeply understand use cases, translate complex business requirements into technical solutions, optimize end-to-end processes, and build sustainable, scalable, high-value solutions that drive long-term business success. You will also implement Salesforce and analytics proof of concepts and drive product adoptions to ensure solutions are aligned with best practices and built for usability and longevity.

Strategic Partnership & Functional-Technical Advisory

• Act as a trusted advisor to cross-functional business units (Sales, Marketing, Operations, Legal, Finance, Business Management, Overhaul, etc.), understanding their needs, goals, and challenges.
• Understand and document use cases, business processes, and requirements.
• Translate complex business requirements into clear, actionable functional design and technical requirements.
• Create and present proof of concept (POC) solutions to demonstrate feasibility, value, and alignment before full implementation.
• Lead discovery workshops and working sessions to identify use cases, gather requirements, develop process flows, build consensus, and propose solution options.

Hands-On Technical & Functional Implementation

• Own the full Salesforce solution lifecycle: requirement elicitation/gathering, conduct feasibility analysis, configuration, testing, deployment, and optimization.
• Configure and maintain Salesforce objects, flows, automations, and integrations to support scalable business processes.
• Partner with solution architects, product managers, CSMs, developers, and data teams to ensure seamless integration across platforms.
• Develop reports and dashboards.
• Assess and solve root-cause issues with a focus on sustainability, future-proof design.

Product Adoption & Continuous Improvement

• Drive solution adoption by aligning technical solutions to users' needs and business priorities.
• Monitor solution performance and user feedback to identify improvement opportunities.
• Collaborate with CSM peers to drive continuous improvements and share knowledge.
• Recommend and implement enhancements based on analysis, trends, and business input.
• Create documentation, training, and enablement content to support business self-service and engagement

What we're looking for:

Minimum Qualifications:

• Bachelor's degree in Computer Science, Engineering, Information Technology, Mathematics, Data Analytics, Information Systems, or Business Technology,
• 8+ years of experience in Customer Success, Business Analyst role with hands-on Salesforce implementation experience (Sales Cloud, Service Cloud, LWC, Einstein, AppExchange, automation tools, data management, reporting, and dashboard)
• Proficient with Apex, Visualforce, and Salesforce Lightning
• Experience with Salesforce APIs and integrations
• Data modeling and database (SQL, Oracle, etc.) experience
• Development experience in C#, Java, Angular, or python
• Proven ability to understand use cases, elicit requirements, analyze business processes and data, and translate business needs into effective functional and technical solutions.
• Solid problem-solving skills to identify and resolve Salesforce configuration issues.
• Experience designing and implementing enterprise solutions with a strong understanding of business processes, configuration, automation, data flow, and integrations.
• Excellent presentation and documentation (requirements/user stories/process flows) skills.
• Excellent planning, organizational, and time management skills.
• Track record of successfully managing and delivering multiple projects concurrently.
• Solid Agile/Scrum skills.
• Strong team player with a collaborative mindset.
• A self-starter mindset with strong ownership, accountability, and a drive for continuous learning and improvement.
• Certifications: Salesforce System Administrator, Platform developer I/II

Preferred Qualifications:

• Experience with Industrial Gas Turbine (Sales, Overhaul, Service Parts, Marketing) or Manufacturing
• Familiarity with CRM Analytics
• Azure DevOps experience
• Agile/Scrum & Waterfall frameworks
• Application & system integrations experience
• Informatica IICS experience
• Snowflake, Matillion experience
• Salesforce Data Cloud experience
• Agentforce experience

Summary Pay Range: $112,704.00 - $169,056.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits: Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
• 401(k) savings plans*
• Health Savings Account (HSA)*
• Flexible Spending Accounts (FSAs)*
• Health Lifestyle Programs*
• Employee Assistance Program*
• Voluntary Benefits and Employee Discounts*
• Career Development*
• Incentive bonus*
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement

* These benefits also apply to part-time employees

This position requires working onsite five days a week. Visa Sponsorship is not available for this position.

Posting Dates: Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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