About LyraLyra 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
