It’s never been a more exciting time to join Vistra. 

At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction. 

But progress only happens when people come together and take action. And we’re absolutely committed to building a culture where our people can do just that. 

We have an exciting opportunity for you to join our team as Senior Manager, Account Management, reporting to the  VP Account Management Europe and Middle East. This role is based in Germany and has a regional focus enabling you to make a significant impact to our Corporate business and its growth.

Purpose

Maximise client lifetime value across assigned accounts by owning client relationships, account strategies, and commercial outcomes.  At its core, the role focuses on maximising Net Revenue Retention through retaining existing client business and actively growing accounts through upsell and cross-sell processes. The role works closely with Service Delivery to drive service quality, manage risk, increase client advocacy, and identify opportunities to deepen Vistra’s footprint across our markets and products.

Portfolio scope

Account Managers may manage a mix of Key Accounts and High-Potential accounts, depending on market characteristics, business need, client complexity, service breadth, revenue concentration and strategic importance.

Behavioural expectations

• For Key Accounts, the role emphasises executive relationship management, retention, governance, service oversight, and disciplined profitable revenue to increase and maintain NRR for Key Accounts at or above 100%
• For High-Potential accounts, the role requires stronger commercial intensity, proactively identifying, qualifying, and progressing expansion opportunities while protecting service quality and retention to grow accounts to deliver NRR in excess of 125% for High-Potential accounts

Core Responsibilities

Achieve strong Net Revenue Retention levels for the client portfolio under management by delivering on the following core responsibilities:

1. Develop and maintain account plans that reflect client priorities, whitespace opportunities, stakeholder maps, risk areas, and agreed growth actions
2. Own the client relationship and overall commercial health of assigned accounts, acting as the primary point of commercial accountability
3. Lead structured client engagement, through proactive relationship management including periodic executive reviews, service performance discussions, risk management, service recovery, risk management and strategic planning
4. Own expansion opportunities within assigned accounts, including renewals, product and country cross-sell, upsell, and repricing
5. Determine when Business Developer support is needed for complex, strategic, or multi-country opportunities and align clear roles before client engagement
6. Convert operational insight, client feedback and service data into structured retention, recovery and growth actions
7. Lead commercial governance, including renewals, annual pricing reviews, contractual amendments, reviews of customer profitability and cost to serve, ensuring that expanded scope or volume of service is reflected in the contractual arrangement and wider commercial negotiations  
8. Ensure that all opportunities are fully captured on a timely basis within Salesforce, that opportunities are updated as appropriate including with regards to the stage of the opportunity and the associated probability and timing of deal closure, that all account documentation is complete and accurate, and appropriate stakeholders are informed of the status of opportunities and the wider account

Collaboration & Ways of Working

• Business Developers (BDs)/Subject Matter Experts (SMEs): 
  
  • Engage Business Developers and/or Subject Matter Experts proactively where opportunity scale, solution complexity, or geography warrants specialist support, whilst Retain accountability for account strategy and client continuity 
• Service Delivery (SDs): 
  
  • Partner with Service Delivery leaders to monitor service performance, address risks, and identify opportunities to deepen the client relationship
  • Ensure clear feedback loops, action ownership and follow-through/escalation across client, commercial, and delivery stakeholders
• Sales and Account Management Enablement (SAME) team
  
  • Leverage the group-level SAME team to adopt best practice with regards to account management; system, process and data; bid management; pricing; reporting etc

Success Measures (KPIs)

• Existence and maintenance of Endgame account plans for all assigned accounts
• Net Revenue Retention: being the Net Revenue for your nominated accounts in the most recent financial period compared to the corresponding prior year period (i.e. the aggregate of prior period revenues plus product and country cross-sell, plus upsell, less client attrition, less product and country downsell, less downsell; divided by the prior period revenues – all as defined in the SAC BI Revenue Bridge)
• Annual Contract Value (or ACV) and ACV Quality. (Note a new quantitative Quality measure is being developed based on key commercial terms such as the Initial Period and termination or notice clauses, pricing, credit terms and the existence and quantum of inflation indexing, administration fees etc)
• Customer profitability (as and when available from the New SAP or otherwise)
• Cash collections (and as a consequence its precursor, billing)
• Client satisfaction, based on CSAT and NPS scores
• The timeliness, completeness and accuracy of data relating to opportunities, contract wins, customers, customer projects and work packages
• Compliance with Vistra Group policies and procedures, including required usage of Salesforce and related systems, and associated practices around opportunity management, reporting etc

Attributes & Technical Skills

Skills & Capabilities

• Strong relationship management, stakeholder mapping, and executive-level influencing and communication skills 
• Proven negotiation skills to drive growth (for upsell, cross-sell, repricing) whilst maintaining customer satisfaction and Vistra’s position as a trusted advisor
• Sound commercial judgement across renewals, pricing, expansion opportunities, and risk management
• Ability to translate service, operational, and governance signals into structured account actions
• Strong account planning, forecasting, and cross-functional orchestration capabilities

Mindset & Behaviours

• Client-centric owner with clear accountability for retention, growth and long-term value creation
• Able to flex between relationship-led stewardship and commercially proactive growth, depending on account type and client need
• Able to collaborate and engage with  Business Developers and delivery stakeholders at the right time and with clear role alignment
• Disciplined, data-driven and focused on balancing client advocacy with commercial rigour

Relevant Experience

• Experience managing B2B client portfolios in professional services, outsourcing, regulated services or similarly complex environments
• Demonstrated ownership of retention, growth, commercial outcomes, and  client relationships
• Experience supporting regional or international clients, ideally across multiple jurisdictions, services, or stakeholder groups

If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!