Job Description

Key Responsibilities

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.

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 senior 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

Key requirements:

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
• Collaborative leader who engages 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

Experience

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

Company Benefits:

At our Vistra China office, we believe in putting our employees’ well-being first! We offer a flexible hybrid working arrangement and celebration leave.

We provide comprehensive medical insurance and competitive annual leave entitlement to support your well-being and time to recharge or explore your passions out of work.

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! 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!