Strategic CRM Lead, Americas

Corning Incorporated; Painted Post (NY); On-site; USD 84,000 - 115,000; Full time

Job summary

Corning Incorporated in the United States is seeking a Customer Relationship Manager for the Americas. You will build trusted partnerships with CSS and customer teams, understand customer processes, and translate insights into actionable improvements that enhance experience and performance.

You will coordinate cross-functional work, manage service documentation, maintain the CSS solutions catalog, lead marketing and communications, and facilitate reviews and satisfaction surveys while driving

Qualifications

• 2+ years of related experience in customer-facing roles.
• Strong analytical, problem-solving, and consultative skills to translate 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 at all levels of the organization.
• Strong customer advocacy and follow-through with timely issue resolution and risk-aware decisions.
• Ability to work independently, manage changing priorities, and remain effective under pressure.
• Strong interpersonal skills and collaboration across diverse perspectives.
• Proficiency with Microsoft Office tools.

Responsibilities

• Build and maintain trusted relationships with Corning functions, MAPs, and CSS customers across the Americas.
• Understand customers' processes, priorities, pain points, and goals; translate into CSS actions.
• Act as the customer advocate within CSS; coordinate cross-functional work and drive timely resolution of issues.
• Partner with the Innovation Office, Operations, PSO, Solutions & Transformation, Global Process Owners, Regional Leaders, Stream Managers, and business partners to align needs with CSS capabilities.
• Identify, shape, and implement new or improved products, processes, and services; support pre- and post-transition activities and feedback.
• Maintain the CSS solutions catalog (SDDs) and apply leading practices to help customers reach goals.
• Lead marketing and communication plans to position CSS as a strategic partner; share services and success stories.
• Coordinate annual charge-out calculations and SLA processes.
• 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 to improve service and set priorities.
• Champion continuous improvement and disciplined project management using iDMAIC and Six Sigma.
• Coach and train the CSS team to strengthen customer focus.

Skills

Analytical skills

Problem solving

Project management

Customer focus

English communication

Stakeholder management

MS Office

Education

Bachelor's degree

Tools

MS Office

Job description

Corning Incorporated in the United States is seeking a Customer Relationship Manager for the Americas. You will build trusted partnerships with CSS and customer teams, understand customer processes, and translate insights into actionable improvements that enhance experience and performance.

You will coordinate cross-functional work, manage service documentation, maintain the CSS solutions catalog, lead marketing and communications, and facilitate reviews and satisfaction surveys while driving