Hybrid Relationship Manager - El Mirage at Pella Corporation

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Contract Management & Legal Collaboration

• Lead the review and negotiation of Master Services Agreements (MSAs) and related contract addenda.
• Serve as the primary liaison with in-house and outside counsel on key contractual provisions and risk considerations.
• Apply legally approved guidelines during contract review and escalate complex legal matters as appropriate.
• Ensure timely execution of customer agreements and compliance with Avanti’s contractual standards.

Customer Lifecycle Management

• Oversee and formalize the sales lifecycle process, from opportunity identification through onboarding and long-term engagement.
• Establish and maintain Customer Playbooks to ensure clarity on setup, forecasting, pricing, and performance for each customer by market.
• Monitor and support customer-specific requirements, such as insurance documentation, builder-specific installation needs (e.g., window-covering protocols), and compliance reporting.
• Act as the single point of contact for customers during onboarding and community transitions, ensuring seamless communication and coordination.

Team Leadership & Cross-Functional Collaboration

• Lead the Relationship Team, consolidating functions previously managed by the Contracts Administrator and Sales and Finance team.
• Collaborate with Sales, Finance, and Legal to align strategies and ensure customer success.
• Partner with leadership to develop the Avanti Playbook and provide training and mentoring for team members.

Data Management & Reporting

• Maintain CRM systems with up-to-date customer contacts, market-specific data, and critical lifecycle information.
• Provide regular reporting to Sales and Executive leadership on customer performance, forecasting, share analytics, pricing trends, and key engagement metrics.
• Track customer-specific progress to ensure real-time visibility on status, next steps, and performance outcomes.

Customer Engagement

• Proactively engage with customers to strengthen relationships and identify opportunities for improvement.
• Maintain a Global Calendar of critical events and ensure Avanti’s presence and responsiveness exceeds expectations.

SUPERVISORY RESPONSIBILITIES 

Direct supervision of the Contracts Coordinator(s) and Market Insights Specialist(s)

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily as displayed through past experiences. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE 

• Bachelor’s degree in business administration, law, or related fields.
• Minimum of three (3) years of experience in contract management, sales operations, or customer relationship roles.
• Understanding of legal concepts related to contracts and negotiations.
• Strong understanding of data analysis and financial modeling tools.
• Minimum of three (3) years’ experience managing teams and cross-functional initiatives.
• Excellent communication and interpersonal skills.
• Highly organized, with the ability to manage multiple priorities in a fast-paced environment.

LANGUAGE SKILLS 

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to draft reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

MATHEMATICAL SKILLS 

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER SKILLS 

Efficient with Advanced Excel, Word, PowerPoint, and FeneVision. 

CERTIFICATES, LICENSES, REGISTRATIONS 

None required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.