Pablo Marchant
Miami,FL
Summary
Versatile and accomplished business development, sales strategy, and customer
experience professional with a holistic approach to driving organizational growth and
client satisfaction. Proven expertise in identifying and cultivating new business
opportunities, leveraging strategic insights to expand market reach and revenue
streams. Skilled in orchestrating end-to-end customer experiences, from acquisition to retention, to foster loyalty and advocacy. Effective communicator and collaborative leader, adept at aligning cross-functional teams to deliver impactful results. Dedicated to continuous improvement, utilizing data-driven insights to optimize processes and exceed customer expectations.
Overview
23
23
years of professional experience
1
1
Certificate
Work History
Customer Experience Representative
Caterpillar
01.2021 - 03.2024
- Led comprehensive Go-to-Market strategies for Mining Resource industries, prioritizing Customer Growth and Experience.
- Played Pivotal Role to formulate cohesive business development strategy for Equipment, Autonomy, Technology, and services revenue streams into aligned opportunity framework.
- Enhanced the technology sales pipeline by aligning potential opportunities with existing strategic account customers.
- Contributed significantly to supporting Go-to-Market strategy's transition from product-centric to solutions-oriented approach.
- Led Social Role Mapping Engineering Development Team to create powerful tool empowering Go-to-Market team. This tool identified key decision makers, quantified customer relationships, identified gaps, and formulated targeted communication plans.
- Led Customer Needs, Drivers, Goals Site Template Project, aimed at creating comprehensive template for capturing and addressing customer requirements.
- Orchestrated development of Project Management Dashboards and Plans for transparent visibility to Caterpillar's senior leadership.
- Collaborated with cross-functional teams to ensure successful adoption and execution of new strategy.
- Proficiently orchestrated workshops, project updates, training, and change management plans, engaging stakeholders, sponsors, and team members to foster culture of collaboration.
- Implementation of these Go-to-Market strategies greatly boosted revenue growth for Caterpillar's Resource Industries division from 2021 to 2023. Additionally, Caterpillar's success in securing its largest mining equipment deal in seven years further validates effectiveness of our strategies in driving impactful outcomes and significant business achievements.
Mining Technology Dealer Growth & Development
Caterpillar
01.2015 - 12.2020
- Conducted comprehensive opportunity analyses for Top Mining Technology Dealers around World, employing robust methodologies to identify avenues for growth and improvement.
- Developed tools for prospecting and lead management to optimize the sales pipeline. Additionally, crafted assessment tools to facilitate the transition into solution selling which included Safety Solutions.
- Directed sales initiatives for equipment retrofitting, resulting in increased revenue from safety products.
- Supported Targeted Dealers with Prospecting and Lead management activities to maximize conversion rates and drive business growth.
- Developed tailored business development plans for strategic and targeted customers (BHP, Newmont, Freeport, etc.) aligning with their unique objectives and requirements to maximize partnership opportunities.
- Established comprehensive profit and loss business model and accompanying tool for mining technology dealers, optimizing revenue streams, managing costs, and enhancing profitability.
- Executed Mining Technology Dealer Growth and Development Assessments for complete lifecycle of business model, encompassing marketing, sales, deployment, and support functions.
- Ensured seamless alignment of Dealer Technology Assessments with overarching objectives outlined in Mining Dealer of the Future Growth and Sustainability plans.
- Continuously managed and tracked essential key performance indicators to quantify enhancements on dealer scores and ratings.
- Spearheaded initiatives resulting in notable 20% increase in sales, driven by refined opportunity analysis and significant improvements in customer experience and services. This accomplishment underscores tangible impact of strategic leadership on business growth and performance.
Mining Technology Product Support Manager - America South
Caterpillar
01.2012 - 12.2014
- Pioneered the inaugural certification program for Mining Service Technology technicians, focusing on retrofit equipment safety products, equipment health, and semi-autonomous solutions.
- Developed and maintained deep understanding of company's products and services, serving as primary point of contact for technical inquiries and support escalations.
- Fostered strong relationships with key customers, serving as trusted advisor and advocate for their needs.
- Collaborated closely with product development, sales, and marketing teams to communicate customer feedback, identify product enhancement opportunities, and drive continuous improvement efforts.
- Analyzed support metrics and KPIs to evaluate performance and identify trends.
- Delivered specialized consulting services to Mining Technology Dealers and Customers offering targeted expertise and recommendations to enhance operational efficiency, sustainability, and profitability.
- Drove culture of service excellence within organization, stressing importance of exceptional customer service at every interaction.
Caterpillar Mining Technology Solutions
Caterpillar
01.2006 - 12.2011
- Led and managed implementations of MineStar solutions across Americas region, ensuring seamless integration and optimal performance.
- First Spanish-speaking representative in Americas, facilitating effective communication and support for Spanish-speaking clients.
- Directed change management plans, provided expert support, and delivered strategic consulting services for clients in Latin America.
- Developed comprehensive training and support materials in Spanish.
- Achieved impressive 18-20% improvement in production efficiency through implementation of dynamic assignment strategies.
- Realized remarkable 30-35% improvement in productivity during first and last hours of shifts through optimized shift change procedures.
- Targeted and achieved substantial improvements in load factor efficiency, resulting in enhanced productivity and cost savings.
- Implemented dynamic assignment methodologies to optimize fueling processes.
- Implemented innovative strategies to maximize ore extraction and minimize waste.
Caterpillar IT Team Lead - America South
Caterpillar
01.2001 - 12.2005
- Led team of IT support specialists, ensuring efficient resolution of technical issues.
- Acted as point of escalation for complex technical issues, facilitating prompt resolution and minimizing downtime.
- Implemented and oversaw transition from traditional Avaya phone systems to Voice over IP (VoIP), leveraging latest technology to enhance communication capabilities and reduce costs.
- Led establishment of district offices in Chile, Costa Rica, and Puerto Rico, overseeing deployment of comprehensive IT infrastructures including phone systems, servers, and computers.
Education
Associates Degree - Network Engineering
Florida Computer & Business School
MIAMI, FLORIDA12.1999
Skills
- Safety Culture (MSHA, LATAM Mining Customer Safety Trainings)
- Business Development & Strategy
- Lead Management and Sales Funnel Opportunity Management
- Sales, Marketing, Negotiation
- Territory Account Management
- Customer Relationship Management (CRM)(Salesforce)
- Strategic Planning
- Strategic Relationship Building
- Customer Success Oriented
- Communication and Presentation
- Data Analysis and Reporting
- Problem-Solving, Conflict-Resolution, Decision-Making
- Continuous Learning and Development
- Market Research and Analysis
- Adaptability and Resilience
- Creative Mindset
Certification
Strategyzer / Business Model Canvas
Customer Experience | Change management Training
Stand and Deliver Communications
Six Sigma Green Belt
Timeline
Customer Experience Representative
Caterpillar
01.2021 - 03.2024
Mining Technology Dealer Growth & Development
Caterpillar
01.2015 - 12.2020
Mining Technology Product Support Manager - America South
Caterpillar
01.2012 - 12.2014
Caterpillar Mining Technology Solutions
Caterpillar
01.2006 - 12.2011
Caterpillar IT Team Lead - America South
Caterpillar
01.2001 - 12.2005
Associates Degree - Network Engineering
Florida Computer & Business School
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Portuguese
Limited Working
References
CATERPILLAR
- Gustavo Vallejo | Mining Regional Manager | (217) 329-4881
- Justin Sanchez | Mining Technology Support Manager | (309) 241-3179
- Mindy Elsasser | Customer Experience Manager | (309) 265-5024
- Sedric Waguespack | Mining Technology Commercial Manager | (309) 229-1484
- Ricardo Freire | Mining Technology Sales Support | (520) 241-6214
References
- Gustavo Vallejo | Mining Regional Manager | (217) 329-4881
- Bruno Vilasboas | Mining Technology Sales Manager +55 31 9 9551-5585
- Justin Sanchez | Mining Technology Support Manager | (309) 241-3179
- Mindy Elsasser | Customer Experience Manager | (309) 265-5024
- Sedric Waguespack | Mining Technology Commercial Manager | (309) 229-1484
- Ricardo Freire | Mining Technology Sales Support | (520) 241-6214
References
- Gustavo Vallejo | Mining Regional Manager | (217) 329-4881
- Bruno Vilasboas | Mining Technology Sales Manager +55 31 9 9551-5585
- Justin Sanchez | Mining Technology Support Manager | (309) 241-3179
- Sedric Waguespack | Mining Technology Commercial Manager | (309) 229-1484
References
- Gustavo Vallejo | Mining Regional Manager | (217) 329-4881
- Bruno Vilasboas | Mining Technology Sales Manager +55 31 9 9551-5585
- Justin Sanchez | Mining Technology Support Manager | (309) 241-3179
- Sedric Waguespack | Mining Technology Commercial Manager | (309) 229-1484
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