Supervisor, Customer Relationship Management

Overview

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:
  Coach, develop and lead a virtual team of 5 CRM professionals; assign workload, set priorities, conduct 1:1s, performance reviews, and nurture a high‑performance remote culture.
• Customer Relationship Strategy and Delivery:
  Act as the lead point of contact for specific customer accounts; ensure alignment between customer needs and company solutions and mentor team members on account strategy.
• Account Management and Growth:
  Serve as a hands‑on account manager for a defined portfolio; drive renewals, expansions and upsell opportunities, forecast and track key account metrics, and monitor SLA compliance.
• Operational Excellence:
  Manage high‑severity requests or escalations, coordinate with cross‑functional teams, develop process improvements, and oversee Service Channel Program activities—including routing, tracking, and resolving service requests and monitoring key metrics.
• Cross‑Functional
  
  Collaboration:
  
  Partner with sales, product and operations teams to ensure holistic customer solutions; facilitate virtual team meetings, stand‑ups and stakeholder reviews to maintain alignment and transparency.

• Proven experience in account management or related customer‑facing roles, with prior team leadership or supervisory experience.
• 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 handle multiple initiatives concurrently and maintain meticulous attention to detail.
• Excellent verbal and written communication, listening, negotiation and presentation skills.
• Proficiency in D365, Field Services and virtual collaboration platforms such as Teams, Slack, Zoom.
• Bachelor’s degree (BA/BS) or equivalent professional experience.
• Experience coaching, mentoring and developing team members for growth and success.
• Experience directly managing a portfolio of accounts in addition to leading a team (preferred).
• Familiarity with the Service Channel Program (ticketing, routing, knowledge base) highly desirable.

Remote/Virtual role with potential collaboration in Farmington, CT as needed for team integration.

Occasional travel may be required for team alignment or key customer meetings, subject to business needs.

This range is provided by Allegion. Your actual pay will be based on your skills and experience. The compensation will be determined based on experience and other factors permitted by law.

• Health, dental and vision insurance coverage
• Generous vacation and sick time
• 401(k) plan with 6% company match
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Disability, short‑term and long‑term insurance
• Term life coverage with supplemental options
• Tuition reimbursement
• Voluntary wellness program with rewards
• Employee discounts through Perks at Work
• Community involvement and opportunities to give back
• Clifton Strengths assessment & coaching

Allegion is committed to building and maintaining a diverse and inclusive workplace. We embrace all differences and similarities among colleagues and our relationships with customers, suppliers and communities. We do not discriminate based on race, color, national origin, religion, age, gender, gender identity, disability, sexual orientation or any other characteristic protected by law.

We are also committed to providing accommodations for persons with disabilities. If you require assistance applying, please contact our Talent Acquisition Team.

Allegion is an equal opportunity and affirmative action employer.