This role supports Lyra Customers as the global subject matter expert for a portfolio of key or major Workforce Mental Health customers, primarily located in the US. The role requires effective remote management with key customer contacts, partners & providers globally. The objective of the role is to ensure customer retention by working collaboratively with the Lyra Customer Success Manager to provide a high quality customer experience. Additional responsibilities include risk management, portfolio growth, administration, and financial management of allocated accounts.
Office hours: Due to the global nature of the business and varying time zones, flexibility will be essential as the role includes occasional after-hours requirements in the evenings.
Key Responsibilities
- Customer relationship management
- Works with the Customer Success Manager (CSM) on all International activities for key Workforce Mental Health customers and serves as the customer's main point of contact on these items.
- Takes part in regular customer meetings, collaborates with the CSM to align on responses for International agenda items, and leads discussions on these items.
- Advises and guides the CSM on the details and nuances of International service delivery, responds to customer questions, and leads efforts to problem-solve on International issues.
- Prepares and delivers Lyra 101s for International audiences, with the support of the CSM where necessary.
- Works with local operations to schedule local language 101s and other awareness events, keeping the CSM and customer informed.
- Briefs and trains local presenters prior to local Lyra 101s, where necessary.
- Consults on needs and guides the customer on booking of International L&D, awareness, critical incidents or additional clinical services
- Works with internal teams and the global network to enable the delivery of core, additional, and any specialized/bespoke services.
- Monitors customer relationship and priorities, and collaborates with the CSM to proactively respond by reprioritizing, and engaging with the customer to ensure buy in where necessary.
- Communicates any telephony disruptions and mitigation plans to the customer and the CSM, including closing the feedback loop by confirming the resolution of any disruption.
Reporting and Communication
- Works with the CSM to communicate International specific product/service updates to customers, demonstrating a deep understanding of the changes, the logic behind them, and the benefits to the customer.
- Collaborates on the International slides in the QBR deck & presents them in the QBR meeting.
- Collaborates with internal stakeholders to gather additional or follow up information to add context and depth to the discussion.
- Anticipates questions and works with the CSM to craft valuable responses by liaising with relevant internal stakeholders.
- Advises CSM on interpretation of the International data to support the creation of compelling narratives and the development of recommendations for customer projects/interventions.
- Analyses customer data to anticipate questions and works with the CSM to craft valuable responses.
- Advises on best practice and support for service promotion in the QBR discussion and other regular meetings.
Retention and Risk Management
- Proactively identifies and monitors International risk, and partners with the CSM to develop and implement mitigation strategies to ensure optimal member experience.
- Works with internal stakeholders to ensure prompt and effective resolution of complaints and escalations, ensuring feedback is shared with the CSM and collaborating on sharing appropriate feedback with the customer.
- Collaborates with the customer and external resources to understand the organizational context and identify areas for Lyra support, and assists the CSM in communicating these opportunities to the customer.
- Provides relevant International information/context, such as country level inflation and trends, to support CSM in renewal conversations.
Strategy and Expansion
- Provides a global perspective to support the CSM in strategic planning and developing customer strategic objectives.
- Assists the CSM in creating an annual strategic plan that aligns with customer objectives, by ensuring global perspectives are integrated into plans.
- Supports CSM in conversations with the customer about additional services, by speaking to International options, particularly in relation to country specific services.
- Partners with the CSM to identify customer concerns and needs, and uses knowledge of customer data and Lyra offerings to design solutions or enhancements.
- Supports the CSM in developing and implementing project plans, and liaises with internal stakeholders to deliver solutions or enhancements.
Admin and Record Keeping
- Maintains customer information on internal systems.
- Ensures timely receipt and updates of customer headcounts on systems.
- Collaborates with the finance team to ensure accurate records, and provides information and support to resolve any challenges.
Special Projects
- Collaborates with CS team members on special projects, by providing a global perspective and facilitating input from International stakeholders where needed.
Minimum level of experience required (including any industry-specific experience)
- Suitable qualification in business, psychology or similar
- More than 5 years of customer success experience, ideally within an EAP setting.
- International experience is highly desirable
Minimum skillset required
- Excellent verbal and written communication skills (English)
- Ability to innovate and creatively solve problems in a highly collaborative manner
- Strong project management skills and a demonstrated ability to work successfully on cross-functional teams
- Ability to prioritize and multitask, balancing the needs of multiple customers
- Ability to effectively negotiate between different parties to achieve mutually beneficial outcomes
- Excellent computer literacy
About You
- Passion for mental health
- Professional and quality orientated approach to work
- Enthusiastic, dynamic and assertive
- Strong customer focus
- Ability to develop and sustain mature working relationships, and work independently and as part of a team
- Ability to manage change and cope with ambiguity
- Demonstrates an awareness of the impact of own actions on the workload of others and the business
- Able to function effectively under pressure
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 Workforce Privacy Notice."
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