Client Services Consultant

Lyra Health•Arnold, MD

2d•Hybrid

About The Position

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 Lyraâ€™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.

Requirements

Must speak and communicate fluently in English and at least 1 other African language (except Afrikaans)
Has a minimum of 3+ years customer relationship management
Has a minimum of 3+ years EAP (Employee Assistance Programme) experience
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
Relevant tertiary qualification is desirable
Project management experience is desirable

Nice To Haves

Professional and quality orientated approach to work
Pays attention to detail/methodical approach
Customer focused
Confident
Enthusiastic
Can develop and sustain mature working relationships
Open to change
Aware of impact of own actions on workload of others and the business (self-responsibility)
Assertive
Ability to see the big picture
Recognises own boundaries and limitations and take personal responsibility for managing these

Responsibilities

Management of own portfolio of large corporate clients including programme launches, contract negotiations and ongoing strategic programme management
Ensuring excellent customer service and outstanding customer experience
Effective liaison and consultation with various LYRA departments in the delivery of diversified services to portfolio of clients
Excellent customer feedback (complaints) management
Effective identification and mitigation of risk using effective relationship management and strategic interventions to convert risk to opportunities where possible
Expanding existing client portfolio by identifying and initiating commercial opportunities for adding business units, headcounts and/or additional diversified services, including Performance Learning.
Effective and accurate maintenance of client information on relevant LYRA systems
Effective collaboration with LYRA Finance teams to ensure timeous invoicing and assistance with tracking of debtors
Effective client budget management
Effective renewal and annual increase negotiations