Client Services Lead - EAP & Wellbeing (Cape Town, Hybrid)

Lyra Health; Arnold (MD); Hybrid; USD 21,000 - 32,000; Full time

Job summary

Lyra Health in Cape Town, South Africa seeks a Client Services Consultant to manage a portfolio of Employee Assistance Programmes and Wellbeing Services clients. The role focuses on client retention, service excellence, SLA adherence, risk management, and growth of the portfolio.

You will collaborate with Lyra departments to deliver diversified services, handle invoicing and debtors, and ensure accurate client information.

Qualifications

• Minimum 3+ years in customer relationship management.
• Minimum 3+ years in EAP (Employee Assistance Programme) experience.
• Desirable: project management experience.

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

Skills

CRM experience

English fluency

African language

Education

Relevant tertiary qualification

Job description

Lyra Health in Cape Town, South Africa seeks a Client Services Consultant to manage a portfolio of Employee Assistance Programmes and Wellbeing Services clients. The role focuses on client retention, service excellence, SLA adherence, risk management, and growth of the portfolio.

You will collaborate with Lyra departments to deliver diversified services, handle invoicing and debtors, and ensure accurate client information.