Client Services Account Manager
Dubai, United Arab EmiratesJob 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.
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 globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."
The benefits available to those located in the UAE or MENA. will be consistent with UAE or MENA law and may vary from those located in other countries. Benefits will be provided in a manner consistent with applicable law.
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 globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."
The benefits available to those located in the UAE or MENA. will be consistent with UAE or MENA law and may vary from those located in other countries. Benefits will be provided in a manner consistent with applicable law.
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.
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 globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."
The benefits available to those located in the UAE or MENA. will be consistent with UAE or MENA law and may vary from those located in other countries. Benefits will be provided in a manner consistent with applicable law.
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 globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."
The benefits available to those located in the UAE or MENA. will be consistent with UAE or MENA law and may vary from those located in other countries. Benefits will be provided in a manner consistent with applicable law.
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