Requisition Number: 79254
Role PurposeThe Customer Relationship Manager, Americas serves as a strategic liaison between Corning Shared Services (CSS) and its customers across the Americas Region. The role builds trusted partnerships, develops a forward-looking understanding of customer businesses and priorities, and champions solutions that improve customer experience, operational performance, and business value. Working across CSS Operations, Process & Strategy, Solutions & Transformation, Global Process Owners, and business partners, the CRM ensures customer needs are understood, addressed, and translated into actionable opportunities.
Key Responsibilities- Build and maintain trusted relationships with Corning functions, MAPs, and CSS customers (current and prospective) across the Americas. Serve as the primary contact for their engagements and concerns.
- Understand customers' processes, priorities, pain points, and goals. Turn these insights into CSS actions.
- Act as the customer advocate within CSS. Coordinate cross-functional work and drive timely resolution of issues and escalations.
- Partner with the Innovation Office, Operations, PSO, Solutions & Transformation, Global Process Owners, Regional Leaders, Stream Managers, and business partners. Align customer needs with CSS capabilities and priorities.
- Identify, shape, and implement new or improved products, processes, and services. Support pre-implementation and post-transition activities, including service documentation and customer feedback.
- Maintain the CSS solutions catalog (SDDs). Apply leading GBS and SSO practices to help customers reach their goals.
- Lead marketing and communication plans that position CSS as a strategic partner and thought leader. Share CSS services and success stories.
- Coordinate the annual charge-out calculations and SLA process.
- Facilitate customer calls, on-site meetings, quarterly business reviews, and formal reviews at least twice a year. Report results, risks, and growth opportunities to leadership.
- Run, analyze, and publish customer-satisfaction surveys. Use the results to improve service and set priorities.
- Champion continuous improvement and disciplined project management, using tools such as iDMAIC and Six Sigma.
- Coach and train the CSS team to strengthen customer focus.
Experiences/Education - Required- A minimum of 2 years of related experience
- Advanced analytical, problem-solving, and consultative skills, with the ability to turn customer insights into practical solutions.
- Experience in project management and knowledge of process excellence or Six Sigma methodologies.
- Experience in customer relationship management, consulting, marketing, business partnering, or a comparable customer-facing role.
- Excellent English communication, active listening, presentation, and stakeholder-management skills.
- Ability to interact effectively with internal and external customers and with all levels of the organization.
- Strong customer advocacy and follow-through; willingness to drive timely issue resolution and balanced, risk-aware decisions.
- Ability to work independently, initiate work, manage changing priorities, and remain effective under pressure.
- Strong interpersonal skills, organizational agility, and the ability to collaborate across diverse perspectives.
- Proficiency with Microsoft Office tools.
Experiences/Education - Desired- Bachelor's degree in related field
- Able to work effectively under pressure
- Effective prioritization skills
- Knowledge of Corning Enterprise
- Coaching, mentoring, and teaching capability.
- Experience in a Global Business Services (GBS) or Shared Services environment.
- Ability to challenge the current state constructively and lead change across processes and solutions.
This position does not support immigration sponsorship. The range for this position is $83,563.00 - $114,900.00 assuming full time status. Starting pay for the successful applicant is dependent on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education.
A job that shapes a life. Corning offers you the total package. Your well-being is our priority. Our compensation and benefits package supports your health and wellness, financial aspirations, and career from day one.
- Company-wide bonuses and long-term incentives align with key business results and ensure you are rewarded when the company performs well. When Corning wins, we all win.
- As part of our commitment to your financial well-being, we provide a 100% company-paid pension benefit with fixed contributions that grow throughout your career. Combined with matching contributions to your 401(k) savings plan, Corning's total contributions to your retirement accounts can reach between 7% and 12% of your pay, depending on your age and years of service.
- Our health and well-being benefits include medical, dental, vision, paid parental leave, family building support, fitness, company-paid life insurance, disability, disease management programs, paid time off, and an Employee Assistance Program (EAP) to support you and your family.
- Getting paid for our work is important, but feeling appreciated and recognized for those contributions motivates us much more. That's why Corning offers a recognition program to celebrate successes and reward colleagues who make exceptional contributions.
