About Lyra Health
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.
The Customer Success Executive will manage a portfolio of Employee Assistance Programs (EAP) and Wellbeing Services for corporate clients within Malaysia. This role emphasizes client retention, customer experience, risk management, portfolio growth, and account administration.
The position is full-time, five days a week with 1 Saturday a month.
Key Responsibilities:
- Client Retention and Business Development
- Manage a portfolio of Malaysia-based corporate clients, overseeing program launches, ongoing program management, and relationship building to ensure excellent customer service and a seamless customer experience.
- Serve as the primary point of contact for clients, coordinating with internal teams and global providers to deliver high-quality services.
- Utilize data to measure and demonstrate the impact and value of programs, preparingand delivering insightful client reports.
Risk Management
- Proactively identify and mitigate client-related risks, implementing strategic interventions to maintain service quality and client satisfaction.
- Maintain up-to-date client information and records on relevant systems.
- Handle any crisis management situations, ensuring effective communication and timely response to clients and relevant stakeholders.
Portfolio Growth
- Drive portfolio expansion by identifying and initiating commercial opportunities, such as adding services, territories, or headcounts to existing client accounts.
- Upsell additional services, including Learning & Development offerings, to enhance value for clients.
- Manage projects, including health and HR fairs, where the Employee Assistance Program (EAP) or other wellbeing aspects may need representation.
Administration and Account Management
- Ensure accurate and up-to-date maintenance of client information in company systems.
- Collaborate with the Finance team to facilitate timely invoicing and assist in managing outstanding accounts.
- Support account management tasks, including preparing quotations, invoices, and tracking client communications.
General Support and Team Collaboration
- Participate in projects as needed, such as report writing, consulting, and responding to client inquiries.
- Work closely with the business development team to support contract negotiations, renewals, and other sales initiatives.
- Rotate responsibilities on the toll-free customer support line, ensuring prompt and effective client assistance. (Applicable to Clinical Psychologist/Counsellors)
- Provide support to the inquiry team as needed.
This list of responsibilities is not exhaustive; additional account management tasks maybe assigned as needed.
Requirements:
- Bachelor’s degree in Business Administration, Psychology, Counselling, Mass Communication, Health Sciences or a related field.
- For Non Counseling/Psychology qualified candidates: Minimum 1 year of experience in customer success, account management, or a related client-facing role. Experience with 2 years will be given preference.
- For counseling/Psychology qualified candidates : Minimum 1 year of experience in working in a healthcare or mental health setting is required. Experience with 2 years will be given preference.
- Strong interpersonal and communication skills, with a focus on relationship management.
- Ability to manage multiple accounts simultaneously, with strong organizational and prioritization skills.
- Experience in data reporting, risk management, and project coordination.
- Demonstrated ability to identify growth opportunities within existing client portfolios.
'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.' 