Supervisor, Customer Relationship Management

Allegion•Remote, Connecticut, CT

1d•Remote

About The Position

The Supervisor, Customer Relationship Management role focuses on delivering exceptional customer experiences, coaching and guiding a remote team to success, and directly stewarding key accounts to drive growth. Allegion helps keep people safe and secure where they live, work, and visit. With over 40 brands, 14,000+ employees globally, and products sold in 130 countries, Allegion specializes in security around the doorway and beyond. Allegion is recognized with the Gallup Exceptional Workplace Award for its employee engagement and strengths, and for building exceptional workplace cultures.

Requirements

Proven experience in account management or related customer-facing roles; prior team leadership or supervisory experience is required.
Demonstrated ability to manage a virtual/remote team and deliver client-focused solutions in a distributed environment.
Strong project management skills with the ability to manage multiple initiatives simultaneously and maintain meticulous attention to detail.
Excellent verbal and written communication skills; strong listening, negotiation, and presentation abilities.
Proficiency in D365 and Field Services, and related systems; comfortable with virtual collaboration platforms (e.g., Teams, Slack, Zoom).
BA/BS degree or equivalent professional experience.
Demonstrated ability to coach, mentor, and develop team members for growth and success.

Nice To Haves

Experience in directly managing a portfolio of accounts in addition to leading a team is preferred.
Familiarity with Service Channel Program usage and related processes (ticketing, routing, knowledge base) is highly desirable.

Responsibilities

Lead, coach, and develop a virtual team of 5 CRM professionals to meet and exceed customer objectives.
Act as a player-coach: personally manage a subset of accounts in parallel with team leadership responsibilities.
Assign workload, set priorities, and manage performance through regular 1:1s, coaching, and performance reviews.
Foster a collaborative, high-performance remote culture with clear accountability and continuous improvement.
Identify training needs and partner with learning resources to enhance team capabilities.
Act as the lead point of contact for specific customer accounts and ensure alignment between customer needs and company solutions, while mentoring team members on account strategy.
Build and maintain strong, long-lasting customer relationships across multiple accounts and stakeholders.
Ensure timely and successful delivery of solutions according to customer needs and objectives, supervising team efforts and directly managing high-priority accounts as needed.
Communicate progress of monthly/quarterly initiatives to internal and external stakeholders, including executive leadership as needed.
Act as a hands-on account manager for a defined portfolio, driving renewal, expansion, and upsell opportunities in collaboration with sales teams.
Forecast and track key account metrics; monitor SLA compliance and team performance against defined targets.
Identify and grow opportunities within assigned accounts; leverage the team to maximize client value and ensure growth attainment.
Manage high severity requests or issue escalations, coordinating with cross-functional teams to ensure swift resolution.
Create and drive process improvements both internally and externally, leveraging best practices in remote collaboration, CRM tools, and account management.
Leverage the Service Channel Program: utilize service channel tooling and processes to route, track, and resolve service requests efficiently, maintain compliance with program guidelines, and collaborate with Service Channel stakeholders to optimize incident handling and knowledge management.
Monitor service channel metrics (e.g., response times, resolution times, knowledge base utilization) and drive improvements in coordination between the CRM team and service channel operations.
Partner with sales, product, and operations teams to ensure holistic customer solutions and consistent messaging.
Facilitate virtual team meetings, stand-ups, and stakeholder reviews to maintain alignment and transparency.

Benefits

Health, dental and vision insurance coverage
Generous Vacation and Sick Time
401K plan with a 6% company match and no vesting period
Health Savings Accounts
Flexible Spending Accounts
Disability Insurance – Short-Term and Long-Term coverage
Life Insurance – Term life coverage with the option to purchase supplemental coverage
Tuition Reimbursement
Voluntary Wellness Program
Employee Discounts through Perks at Work
Community involvement and opportunities to give back