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CSS Customer Relationship Manager, Americas

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Date: Jun 29, 2022

Location: Corning, NY, US, 14831

Company: Corning

Requisition Number: 54110


Corning is one of the world’s leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people’s lives.

Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.

Corning Shared Services (CSS) supports Corning’s businesses, through best-in-class and evolving operations, with a focus on actionable insights through evolving processes, ensuring compliance, and executing vital transactions.  We work hard to actively support Corning’s evolving businesses, eliminate manual processing of standard transactions, and act as a thought leader in the digital transformation to ultimately be a top talent destination inside and outside of Corning. 


Leads in a primary role for supporting the development and expansion of CSS customer base –liaison between CSS and customers to strengthen and develop relationships; providing new and innovative products, services, and solutions for our current as well as potential customers to create more value for Corning. Works cross-functionally with all CSS teams and Finance Leaders to understand CSS’s and the Function’s strategic objectives and develops an approach that complements these objectives.

Primary Responsibilities:

  • Be a trusted business partners to all of Corning’s functions
  • Develop deep understanding and knowledge of each of Corning’s MAPs: end-to-end processes, strategic priorities, key challenges and pain-points, business opportunities for growth
  • Partner with Global Process Owners to develop understanding and knowledge of each of Corning’s Corporate Functions
  • Partners with Operations, Process & Strategy (PSO), and Solutions & Transformation teams to understand and support their strategic initiatives
  • Develop plans to implement customer solutions relating to new or existing improved products, processes, or services
  • Develops and maintains a catalog of solutions (“portfolio of solutions”) offered by CSS
  • Demonstrates comprehensive knowledge of best/leading practices of Global Business Services (GBSs) and Shared Services Organizations (SSOs) and how to leverage CSS’s strengths to achieve business goals
  • Leads the development of targeted marketing plans for products and/or services to establish, enhance, and/or distinguish CSS as a strategic and value-add partner as well as a thought leader
  • Leads the development of marketing strategies, communication plans, strategic initiatives, long-range goals, and objectives
  • Identifies customers’ challenges and needs, and provides creative, innovative, simple, ingenious solutions
  • Works under consultative direction toward predetermined long-range goals and objectives
  • Assignments are often self-initiated
  • Determines and pursues courses of actions necessary to obtain desired results
  • Serves as one of CSS’s primary spokesperson on customer concerns, advanced projects, products/services, and/or programs
  • Serves as an advisor to management and customers on advanced technical solutions applications
  • Advocates the implementation of best/leading practices
  • Collaborates within a diverse team of varied mindsets by welcoming differing opinions to ensure that the best possible solutions and outcomes are developed and delivered
  • Acts as a champion for process excellence and effective/efficient project management
  • Serves as a change champion
  • Build internal customer service awareness and provide customer service coaching and training to employees.
  • Be aware of the CSS’s teams’ objectives and provide them with information/insights needed to enhance their effectiveness/impact
  • Develop and maintain a strong collaboration with Corporate Communication and HR departments in Employer Branding related activities such as job fairs, university relations
  • Leads and builds local Employer Branding strategy; including engagement with organizations that can help us achieve/maintain the desired presence in the local market (primarily relevant to APAC and EMEA)
  • Maintain active participation in local Shared Services market, monitoring SSC branding strategies (primarily relevant to APAC and EMEA)
  • Partners with the Ops and Stream Managers to understand their business models, approaches, and advocate on behalf of Customer’s needs
  • Provide leadership support for Employee Experience activities and other programs intended to strengthen CSS’s brand with our team members. This will include our social media strategy as a complement to our Employee Experience strategy
  • Develop the agenda and facilitate the Centers’ staff communications meeting; partnering with the Centers’ Leadership Teams

Required Experience and Skills:

  • Advanced analytical skills
  • Project Management experience and Six Sigma knowledge
  • Consultant and Marketing experience
  • Proficiency in English
  • Excellent communication skills, with an emphasis on effective listening skills
  • Ability to effectively interact with both internal and external customers
  • Strong presentation skills
  • Demonstrated ability to remain flexible while responding to quickly changing priorities
  • Ability to show initiative (self-starter), work independently on projects and issues that arise
  • Strong interpersonal skills
  • Advocacy skills – willingness to drive timely resolution of customer issues; be a customer advocate
  • Excellent problem-solving skills
  • Organization agility – ability to work with all levels of an organization
  • Ability to balance the risk and reward opportunities to think beyond the present.
  • Avoids simultaneously over-valuing facts and under-valuing solutions
  • Questions/challenges the current state, where appropriate, and drive change to current solutions and processes

Desired Experience and Skills:

  • Able to work effectively under pressure
  • Effective prioritization skills
  • Accounting/Finance knowledge
  • Coaching, mentoring, and teaching skills
  • GBS/SSO experience
  • Travel requirements: Domestic Travel to meet customers


Corning is a manufacturing company that focuses on next generation products spending ~15% on research and development.  Corning Shared Services supports Corning’s competitive advantage, through best-in-class and evolving operations, with a focus on actionable insights.  We help Corning deliver profitable growth through evolving processes, ensuring compliance, and executing vital transactions.  People come to Corning to work with smart people and fun projects and stay because of the people, the strong core values, and constant flow of development and stretch opportunities.  Apply today!


This position does not support immigration sponsorship.


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. Please contact us to request accommodation.

Nearest Major Market: Corning