Allegion Plc

Supervisor, Customer Relationship Management

Allegion Plc • $75K — $95K *
US-AnywhereRemote in Connecticut, US
Business Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years of experience in account management or customer-facing roles.
  • Proven supervisory experience with a remote team.
  • Strong project management abilities and attention to detail.
  • Excellent verbal and written communication skills, including negotiation and presentation.
  • Proficiency in D365 and related CRM systems; familiar with virtual collaboration tools.
  • BA/BS degree or equivalent professional experience.
  • Experience in directly managing client accounts alongside team leadership.

Responsibilities

  • Lead and develop a remote team of 5 CRM professionals.
  • Act as a player-coach, managing accounts while overseeing team performance.
  • Drive relationship strategy and ensure delivery aligns with customer expectations.
  • Maintain and strengthen customer relationships across multiple accounts.
  • Manage high-priority accounts while identifying renewal and upsell opportunities.
  • Facilitate operational improvements and manage issue escalations effectively.
  • Collaborate with sales and internal teams to provide comprehensive customer solutions.

Benefits

  • Remote work flexibility with occasional travel for team alignment or meetings.
  • Collaborative and high-performance remote culture.
  • Opportunities for professional development and training.
  • Access to tools and resources for effective performance management.
  • Involvement in process improvements utilizing best practices in CRM operations.
Full Job Description
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.

About Allegion Plc

Allegion is a global pioneer in seamless access, with leading brands like CISA®, Interflex®, LCN®, Schlage®, SimonsVoss® and Von Duprin®. Focusing on security around the door and adjacent areas, Allegion secures people and assets with a range of solutions for homes, businesses, schools and institutions. Allegion had $2.7 billion in revenue in 2020, and sells products in almost 130 countries.
Learn more about Allegion Plc
Size
11,000 employees
Market Cap
$9.3 billion
Industry
Aerospace & Defense
Net Income
$314.3 million
5 Year Trend
+5.1%
Revenue
$2.7 billion
NASDAQ
ALLE
* Ladders Estimates

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