Client Services Account Manager

About Lyra
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.

About the Role

This role involves both Account Management and Learning & Development responsibilities. Primary focus will be the management of a portfolio of Employee Assistance Programmes and Wellbeing Services for new and existing corporate clients. The majority of accounts will be medium to large-scale and spanning multiple countries across the MENA region. The portfolio requires effective remote management with key customer contacts/stakeholders. Main areas of responsibilities include delivery of holistic wellbeing services, client retention and customer experience, client risk management, growth of the portfolio, administration and financial management of allocated accounts and delivery of a range of wellbeing training modules. The role requires a consultative approach to account management. Account management and L&D will primarily be delivered via webinar but there will be need for onsite client meetings which may require travel across the region as and when required.

Location: Remote/Hybrid, to be based in Dubai 

Hours: 8.30am to 5.30pm

Responsibilities:

Account Management 

Management of portfolio of medium/large corporate clients including programme launches and ongoing programme management Ensuring excellent customer service and outstanding customer experience Effective liaison with MENA Team and various Lyra departments in the delivery of services to portfolio of clients The use of data to demonstrate the impact and value of programmes through effective delivery of reports Effective identification and mitigation of risk to own portfolio using effective relationship management and strategic interventions to convert risk to opportunities where possible Ensuring we maximise EAP engagement and overall high levels of customer satisfaction

Growth of portfolio

Expanding existing client portfolio by identifying and initiating commercial opportunities for adding territories, headcounts and/or additional services

Health Wellbeing  Promotion and  Proactive  Interventions  

Deliver wellbeing seminars - onsite and via webinar Contribute to development of new marketing resource, EAP product design activities  Promote Lyra MENA as the leading Corporate Health & Wellbeing experts in the region

Learning & Development 

Manage delivery of training/webinars to Lyra MENA clients. Contribute to training content and design Liaise with Lyra International training colleagues with regard to global designed modules

Background/Experience:

• Good appreciation and understanding of corporate and individual wellbeing
• Suitable qualification or experience in business or wellbeing – a formal degree is desirable but not required
• More than 5 years of client services work experience and B2B essential
• Experience of working in the Middle East region is desirable
• Experience of working internationally is a distinct advantage
• Client Focused

Technical/Industry Specific  

Extensive client services experience and expertise, preferably in an international environment Thorough knowledge and thorough understanding of both corporate and individual wellbeing. EAP experience including commercial underpinnings of such programmes is preferable but not essential Strong project managements skills to deal with complex projects under time pressure Solid experience in working with data and programme reporting Excellent presentation skills Excellent administrative skills Excellent telephone manner Excellent English speaking and writing abilities essential Computer literate

About You:

Personal Competencies

Professional and quality orientated approach to work Good telephonic and face to face expertise Experience within the Health & Wellbeing arena Enthusiastic and dynamic Strong customer focus Excellent problem-solving skills Can develop and sustain mature working relationships. Able to work as part of a small dedicated team Able to work independently Ability to effectively negotiate between different parties to achieve the best possible outcomes for the business Open to change and ability to work with ambiguity Aware of impact of own actions on workload of others and the business (self responsibility) Assertive Ability to function effectively under pressure Ability to do multi-tasking in terms of set standards

Team Player

Team player Positive and happy personality Motivated Resilient Supportive Trustworthy, open and honest Pro-active input into all team meetings