Client Services Consultant
Job Description
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.
Lyra Health Southern Africa are searching for a Client Services Consultant that will take responsibility for the management of a portfolio of Employee Assistance Programmes and Wellbeing Services clients.
Main areas of responsibilities include client retention and excellent customer experience, effective SLA adherence, client risk management, growth of the portfolio, project management of diversified services, administration and financial management of allocated marketing budgets.
This is a full time (5 day per week) position, to be based Hybrid in Cape Town, South Africa.
Key Responsibilities
Client Retention
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Management of own portfolio of large corporate clients including programme launches, contract negotiations and ongoing strategic programme management
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Ensuring excellent customer service and outstanding customer experience
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Effective liaison and consultation with various LYRA departments in the delivery of diversified services to portfolio of clients
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Excellent customer feedback (complaints) management
Risk Management
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Effective identification and mitigation of risk using effective relationship management and strategic interventions to convert risk to opportunities where possible
Growth of Portfolio
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Expanding existing client portfolio by identifying and initiating commercial opportunities for adding business units, headcounts and/or additional diversified services, including Performance Learning.
Administration & Financial Management of Account
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Effective and accurate maintenance of client information on relevant LYRA systems
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Effective collaboration with LYRA Finance teams to ensure timeous invoicing and assistance with tracking of debtors
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Effective client budget management
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Effective renewal and annual increase negotiations
Requirements:
• Must speak and communicate fluently in English and at least 1 other African language
• Has a minimum of 3+ years customer relationship management
• Has a minimum of 3+ years EAP (Employee Assistance Programme) experience
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Has a conceptual understanding of business missions, supplier promise and strategy, as well as the performance implications of this strategy with regard to market success
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Relevant tertiary qualification is desirable
• Project management experience is desirable
About You
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Professional and quality orientated approach to work
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Pays attention to detail/methodical approach
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Customer focused
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Confident
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Enthusiastic
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Can develop and sustain mature working relationships
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Open to change
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Aware of impact of own actions on workload of others and the business (self-responsibility)
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Assertive
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Ability to see the big picture
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Recognises own boundaries and limitations and take personal responsibility for managing these
"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 globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."
Requirements
Department: Go-To-Market
Team: Customer Success