Enterprise Service Manager
Employer · VISTRA
Other professional services manager
Sales and marketing managerBusiness services agentFull-timeRemote
Vistra is an award-winning, high-growth, innovative company operating across the globe, recognised for delivering an outstanding customer experience and service levels. We are seeking a highly experienced and motivated Enterprise Service Manager who wants to have full ownership and accountability for building and maintaining client relationships to help drive our goal of 'Paying the Planet'.
Tasks
- Own the full contract renewal lifecycle from early engagement through negotiation to signed agreement, ensuring a 95%+ renewal rate across the portfolio.
- Build deep, trusted relationships with key stakeholders at all levels to create exceptional, long-term partnerships.
- Conduct regular Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to demonstrate value, align on strategic goals, and proactively surface renewal opportunities.
- Develop account plans that identify client goals and roadmaps, ensuring Vistra solutions are continuously aligned to evolving client needs.
- Act as a trusted advisor by sharing industry insights, benchmarking data, and best practice guidance to help clients achieve their payroll and workforce objectives.
- Identify partnership expansion opportunities that genuinely serve the client's goals and reinforce long-term loyalty.
- Partner with the implementation team to ensure a smooth, on-time, on-scope transition to live service.
- Monitor and actively manage client health using established health-score methodologies, proactively identifying at-risk accounts before issues escalate.
- Lead escalation management for high-priority client issues, coordinating internal teams to deliver rapid resolution.
- Serve as the primary conduit between the client and internal teams, ensuring smooth communication and rapid resolution.
- Prepare and deliver regular client performance reports, including payroll accuracy rates, service levels, and project milestones.
Requirements
- Minimum 3-5 years of client service management experience and the ability to demonstrate a proven track record in client success, relationship management, and contract renewals.