CSS Manager, Customer Relationship, Americas

Corning•Town of Erwin, NY

2d•$83,563 - $114,900

About The Position

The 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.

Requirements

At least 2 years of related experience.
Advanced analytical, problem-solving, and consultative skills, including 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, including 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 ability to collaborate across diverse perspectives.
Proficiency with Microsoft Office tools.

Nice To Haves

Bachelor’s degree in a related field.
Knowledge of Corning Enterprise.
Coaching, mentoring, and teaching capability.
Experience in a Global Business Services (GBS) or Shared Services environment.
Ability to constructively challenge the current state and lead change across processes and solutions.
Effective prioritization skills.
Ability to work effectively under pressure.

Responsibilities

Build and maintain trusted relationships with Corning functions, MAPs, and current and prospective CSS customers across the Americas, serving as the primary contact for engagements and concerns.
Understand customers’ processes, priorities, pain points, and goals and translate those 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 to 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) and 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, sharing CSS services and success stories.
Coordinate annual charge-out calculations and the 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, using 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.

Benefits

Company-wide bonuses and long-term incentives.
100% company-paid pension benefit with fixed contributions.
Matching contributions to a 401(k) savings plan; total company contributions to retirement accounts can reach between 7% and 12% of pay depending on age and years of service.
Medical insurance.
Dental insurance.
Vision insurance.
Paid parental leave.
Family building support.
Fitness benefits.
Company-paid life insurance.
Disability benefits.
Disease management programs.
Paid time off.
Employee Assistance Program (EAP).
Recognition program that celebrates successes and rewards exceptional contributions.