Job Description

Roles & Responsibilities

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.

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

Good appreciation and understanding of corporate and individual wellbeing
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.
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

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

Desired Candidate Profile

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

Client Services Account Manager Lyra Health

Client Services Account Manager
Lyra Health