Supervisor, Customer Relationship Management

Creating Peace of Mind by Pioneering Safety and Security At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 40 brands, 14,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond.  Additionally, Allegion is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the third consecutive year, earning distinction in both the employee engagement and strengths categories. This year, Allegion also received Gallup’s With Distinction honor — a designation reserved for a select group of organizations that go above and beyond in building exceptional workplace cultures. 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. Team Leadership and Management 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. Customer Relationship Strategy and Delivery 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. Account Management and Growth 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. Operational Excellence 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. Cross-Functional Collaboration 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. Position 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.  Additional Details: Location: Remote/Virtual role with potential collaboration in Farmington, CT as needed for team integration. Travel: Occasional travel may be required for team alignment or key customer meetings, subject to business needs. Compensation: This range is provided by Allegion. Your actual pay will be based on your skills and experience. The actual compensation will be determined based on experience and other factors permitted by law. Why Work For Us? Allegion is a Great Place to Grow your Career if: You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there’s plenty of room to make an impact. As our values state, “this is your business, run with it”. You’re looking for a company that will invest in your professional development. As we grow, we want you to grow with us. You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work! You want to work for an award-winning company that invests in its people. Allegion is proud to be a recipient of the Gallup Exceptional Workplace Award for the second year in a row, recognizing our commitment to employee engagem