Customer Relationship Manager

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 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.

Stanley Access Technologies is recognized as an industry leader in the manufacturing, installation and servicing of automatic doors. Our growing product and service offerings have driven significant growth for our service business. Join our world class team of diligent problem solvers, innovators, fresh thinkers and communicators who excite and inspire others. We are looking for energetic, detail-oriented leaders that focus on execution, meet commitments, break through turf issues, and have a passion to exceed customer expectations.

The Customer Relationship Manager (CRM) acts as the primary point of contact for assigned customer accounts, managing service requests, performance reporting, preventative maintenance programs, and billing issue resolution. This role is highly customer-facing, requiring strong communication skills, attention to detail, and the ability to coordinate between customers, distributors, branches, and field technicians to meet service level agreements (SLAs) and exceed customer expectations.

Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.

At Allegion, we recognize that great talent and breakthrough ideas can come from anywhere. That’s why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you’re working remotely or collaborating in person, we’re committed to providing the tools, support, and dynamic environment you need to succeed. At Allegion, your career thrives where innovation meets flexibility, empowering you to achieve your goals while maintaining a healthy work-life balance.

While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the remote schedule as needed at the Company’s discretion.

• Serve as the primary liaison between Allegion and assigned customer accounts, handling inquiries via email, phone, and customer portals.
• Provide ETA updates
  , expedite requests, and resolve questions on missed ETAs, quotes, escalations, and IVR compliance.
• Participate in weekly, biweekly, or monthly customer conference calls to review SLA performance, open issues, and overall service delivery.
• Document all updates and customer communications in work orders per customer request.
• Run daily reports in Field Services (D365), including Open Call and Closed Call Reports.
• Run daily reports from Customer Portals (primarily Service Channel) for Open Calls, Closed Calls, status checks, IVR compliance, missed ETAs, past due reports, and PM reports.
• Compare portal data with internal reports to ensure accuracy and compliance.
• Combine data from Field Services and customer portals to create and distribute daily reports to field teams.
• Process distributor quotes by entering them into Field Services and submitting them to customers.
• Submit branch-uploaded quotes to customers.
• Upload customer approvals into Field Services, add detailed notes, update reports, notify customers of new ETAs, and communicate approvals to branches or distributors.
• Manage Preventative Maintenance (PM) programs for assigned accounts, including uploading PMs into Field Services for non-automated accounts.
• Monitor PM completion, send updates to field teams, and drive adherence to deadlines.
• Open repair notifications for issues found during PMs and quote customers for additional work.
• Review and resolve daily billing reports from the billing team, addressing:
  • IVR compliance issues
  • N…