Supervisor, Customer Relationship Management

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Direct, mentor, and cultivate a virtual team of 5 CRM professionals to achieve and surpass customer goals.

• Serve as a player-coach by personally overseeing a select group of accounts while fulfilling team leadership duties.

• Delegate workload, establish priorities, and manage performance through consistent one-on-one meetings, coaching, and performance evaluations.

• Promote a collaborative, high-performance remote culture characterized by clear accountability and ongoing improvement.

• Assess training requirements and collaborate with learning resources to enhance team skills.

• Act as the primary contact for specific customer accounts, ensuring synchronization between customer requirements and company solutions.

• Develop and sustain robust, long-lasting customer relationships across various accounts and stakeholders.

• Guarantee timely and successful delivery of solutions aligned with customer needs and objectives.

• Report on the progress of monthly and quarterly initiatives to both internal and external stakeholders, including executive leadership when necessary.

• Operate as a hands-on account manager for a designated portfolio, fostering renewal, expansion, and upsell opportunities in partnership with sales teams.

• Predict and monitor key account metrics; track SLA compliance and team performance against established targets.

• Identify and cultivate opportunities within assigned accounts; leverage the team to maximize client value and achieve growth objectives.

• Handle high-severity requests or issue escalations, coordinating with cross-functional teams for prompt resolution.

• Create and implement process enhancements internally and externally, utilizing best practices in remote collaboration, CRM tools, and account management.

• Track service channel metrics (e.g., response times, resolution times, knowledge base utilization) and drive improvements in collaboration with the CRM team and service channel operations.

• Collaborate with sales, product, and operations teams to ensure comprehensive customer solutions and consistent messaging.

⛳️ Requirements

• Proven track record in account management or similar customer-facing positions; prior leadership or supervisory experience is essential.

• Demonstrated capability to manage a virtual/remote team and deliver client-centric solutions within a distributed environment.

• Strong project management skills with the ability to oversee multiple initiatives at once while maintaining exceptional attention to detail.

• Excellent verbal and written communication skills; adept in listening, negotiation, and presentation.

• Proficient in D365 and Field Services, along with related systems; comfortable using virtual collaboration platforms (e.g., Teams, Slack, Zoom).

• BA/BS degree or equivalent professional experience is required.

• Demonstrated ability to coach, mentor, and develop team members for their growth and success.

• Preference for candidates with experience directly managing a portfolio of accounts in addition to leading a team.

• Familiarity with Service Channel Program usage and related processes (ticketing, routing, knowledge base) is highly desirable.

🏝️ Benefits

• Health, dental, and vision insurance coverage, promoting your safety and well-being.

• Generous vacation and sick time policies.

• Commitment to your future with a 401K plan, currently offering a 6% company match and no vesting period.

• Health Savings Accounts – A tax-advantaged savings account 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, provided by Allegion, offering income replacement for illness or injury.

• Life Insurance – Term life coverage with the option to acquire supplemental coverage.

• Tuition Reimbursement.

• Voluntary Wellness Program – Complete wellness activities and earn up to $2,000 in rewards.

• Employee Discounts through Perks at Work.

• Opportunities for community involvement and giving back, allowing you to “serve others, not yourself.”

• Opportunities to harness your unique strengths through CliftonStrengths assessment and coaching.