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

"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.

By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form. This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact [email protected]. For more information about how we use and retain your information, please see our

Client Services Account Manager

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Lyra Health