Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, nearly 20 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

Lyra Southern Africa are recruiting a Client Services Consultant to manage a portfolio of Employee Wellbeing Programme services for a diverse portfolio of Government and Corporate clients.

The main areas of responsibilities include client retention and excellent customer experience, effective SLA adherence, client risk management, growth of the portfolio including Learning and organisational development, integrated solutions, administration and financial management of allocated marketing budgets and the overall contract.

This is a full time, permanent position in Cape Town, South Africa. You will work Monday to Friday 8am - 5pm.

Key Responsibilities

Client Retention
Management of own portfolio of clients including programme launches, contract negotiations and ongoing programme management
Ensuring excellent customer service and outstanding customer experience
Effective liaison with various internal departments in the delivery of integrated solutions to portfolio of clients
Excellent customer feedback (complaints) management

Risk Management

Effective identification and mitigation of risk using proactive relationship management and strategic interventions to mitigate and/orconvert risk to opportunities where possible

Growth of Portfolio

Expanding existing client portfolio by identifying and initiating commercial opportunities for adding business units, headcounts and/or additional integrated services, including Learning and organizational development.

Administration & Financial Management of Account

Effective and accurate maintenance of client information on relevant systems
Effective collaboration with Finance teams to ensure timeous invoicing and assistance with tracking of debtors
Effective client budget management
Effective renewal and annual increase negotiations

Qualifications

A formal degree is desirable.

Skillset

Experience within a mental health or employee wellbeing environment is essential.
Experience in project management or account management will be a great advantage.
Direct client engagement experience and expertise
Has thorough knowledge and thorough understanding of EWP including commercial underpinnings of such programmes
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 and Afrikaans speaking and writing abilities is required, with an additional African language as preferred.
Computer literate
Must have own vehicle and be willing to travel

About You

Professional and quality orientated approach to work
Enthusiastic and dynamic.
Strong customer focus
Excellent problem-solving skills
Can develop and sustain mature working relationships.
A strong team player.
Solution-focused.
Able to work independently and as part of a team
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

Why Lyra?

Holidays: 21 days per year + public holidays (Full time)
Discretionary bonus scheme
Group Life Cover
Disability Cover
Employee Assistance Programme

"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 South Africa. will be consistent with South Africa 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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