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Customer Experience Program Specialist

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Date: Sep 26, 2024

Location: Charlotte, NC, US, 28216

Company: Corning

Requisition Number: 64996

 

Corning is vital to progress – in the industries we help shape and in the world we share.

 

We invent life-changing technologies using materials science. Our scientific and manufacturing expertise, boundless curiosity, and commitment to purposeful invention place us at the center of the way the world interacts, works, learns, and lives.

 

Our sustained investment in research, development, and invention means we’re always ready to solve the toughest challenges alongside our customers. 


Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry-leading optical solutions across the broader communications industry.This segment is classified into two main product groupings – carrier network and enterprise network. The carrier network product group consists primarily of products and solutions for optical-based communications infrastructure for services such as video, data and voice communications. The enterprise network product group consists primarily of optical-based communication networks sold to businesses, governments and individuals for their own use.

Role Purpose

  • Ensure that Corning Optical Communications delivers on promises to key Datacenter Strategic and Global Account customers, fulfills all customer expectations and achieves deep and ongoing customer access
  • Collaborate with assigned accounts to meet project delivery schedules by coordinating with Customer Care, PLM, Supply Chain and Manufacturing on large projects.  Provide detailed documentation of projects to internal and external customers
  • Manage projects closely so that customers experience the highest level of support by ensuring project timelines are met and details are communicated properly to all involved internal and external parties
  • Provide tactical account management support to ensure the strategy established by the GAM/NBD/Hyperscale/Sales Engineer is executed allowing GAMs to focus on account growth
  • Become trusted advisors to Cloud, Colo and Enterprise Datacenter customers, enabling Corning Optical Communications to further nurture and keep named Datacenter Global and Strategic accounts
  • Actively work to uncover new opportunities and assist in closing high profile project business for Corning Optical Communications’ Global and Strategic Data Center market

Key Responsibilities

  • Meet or exceed monthly measurables as defined by the Implementation Manager
  • Provide support to the GAM/NBD/Hyperscale/Sales Engineer by uncovering key decision makers and influencers who have key roles within the project sales cycle. This includes active management of the contacts to ensure close of the sale
  • Engage and coordinate the services of PLM, Customer Service, Supply Chain, Deal Desk, Marketing and the GAM/NBD/Hyperscale/Sales Engineer as appropriate
  • Document in Salesforce.com all activities with projects/accounts
  • Attend and coordinate customer meetings to review project metrics. Document all activities in Salesforce.com with customers as they occur
  • Forecast major projects for PLM and Supply Chain through internal tools or weekly meetings by maintaining current project information and onsite dates
  • Maintain positive customer relationships with all internal and external customers
  • Participate in travel to assigned accounts/projects as required
  • Maintain proficiency in the use of the personal computer with special emphasis on Salesforce.com, MS Office Suite of products; Excel, PowerPoint, OneNote, SharePoint, and Box
  • Maintain a comprehensive understanding of Corning Optical Communications’ products and their applications, specifically data center products 

Experiences/Education - Required

  • Bachelor’s Degree preferred
  • Internally motivated and results oriented with a bias toward action
  • Outstanding people skills
  • Excellent communication skills (written and oral)
  • Ability to target, coordinate and prioritize key customers, projects and tasks
  • Self-disciplined with meticulous and organized time and account management skills

Experiences/Education - Desired

  • Customer Care, Marketing, PLM or Sales experience preferred
  • Ability to use Salesforce.com to create and maintain projects and customer interaction
  • Highly motivated to support and drive sales within a team environment
  • Excellent organizational skills with proven track record
  • Self-starter
  • Willingness and ability to work outside normal working hours when required

 

This position does not support immigration sponsorship.  


The range for this position is  $55,547.00   -  $76,378.00 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. The benefits available for this position are dependent on hours worked and may include medical, dental, vision, 401(k) plan, pension plan, life insurance coverage, disability benefits, and PTO.

 

​Corning Puts YOU First! 

We are committed to supporting your health, financial, career development, and life goals as you grow professionally and personally to achieve your highest potential. All benefits begin as soon as you start your career at Corning. 
 

  • Our monetary peer-to-peer recognition program is tied to our Values and celebrates you and your colleagues’ contributions. 
  • Health and well-being benefits include medical, dental, vision, paid parental leave, mental health/substance use, fitness, and disease management programs.  
  • Financial benefits include a 401(k) savings plan with company matching contributions and a 100% company-paid pension benefit that grows steadily throughout your career. 
  • Companywide bonus and attractive short- and long-term compensation programs are available based on your role and responsibilities.   
  • Professional development programs help you grow and achieve your career goals.

 

We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, veteran status or any other legally protected status.

 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To request an accommodation, please contact us at accommodations@corning.com.


Nearest Major Market: Charlotte

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