Supervisor, Customer Relationship Management

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🔥 0 minutes ago

🦌 Connecticut – Remote

🦌 Connecticut – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Allegion

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2013

🔐 Security

🔧 Hardware

🏢 Enterprise

💰 Post-IPO Debt on 2022-06

Security • Hardware • Enterprise

Allegion is a company specializing in security solutions, focusing on security around the door and adjacent areas. They produce a wide range of products from mechanical locks to advanced biometric scanning devices, providing integrated and simple security solutions. Allegion aims to redefine security through innovative technology, ensuring safety wherever customers may be.

📋 Description

• 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. • 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. • 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. • 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.

🎯 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. • 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.

🏖️ Benefits

• Health, dental and vision insurance coverage, helping you “be safe, be healthy” • Generous Vacation and Sick Time • A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period • Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses • Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses • Disability Insurance –Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury • Life Insurance – Term life coverage with the option to purchase supplemental coverage • Tuition Reimbursement • Voluntary Wellness Program – Simply complete wellness activities and earn up to $2,000 in rewards • Employee Discounts through Perks at Work • Community involvement and opportunities to give back so you can “serve others, not yourself” • Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching