Account Manager

Lyra Health; Cape Town; Hybrid; ZAR 360,000 - 520,000; Full time

Job summary

Lyra Health Southern Africa is seeking an Account Manager to manage a portfolio of Employee Assistance Programmes and Wellbeing Services clients. The role focuses on client retention, exceptional customer experience, SLA adherence, risk management, and portfolio growth.

Based hybrid in Cape Town, SA, with responsibilities spanning across administration and financial management of accounts. Ideal candidates will have 3+ years in CRM and EAP, fluent English plus another African language, and a

Qualifications

• Minimum 3+ years customer relationship management experience.
• Minimum 3+ years EAP (Employee Assistance Programme) experience.
• Fluent English and at least one other African language.
• Valid driving license and access to a vehicle.

Responsibilities

• Client Retention: manage portfolio of large corporate clients, drive programme launches and contract negotiations.
• Risk Management: identify and mitigate risk through relationship management and strategic interventions.
• Growth of Portfolio: expand existing client portfolio with commercial opportunities, including additional services.
• Administration & Financial Management: maintain client data, ensure invoicing and debt tracking, manage budgets and renewals.

Skills

CRM experience

EAP experience

Fluent English

Other African language

Driving licence

Education

Tertiary qualification

Job description

About Lyra

Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.

Lyra Health Southern Africa are searching for an Account Manager that will take responsibility for the management of a portfolio of Employee Assistance Programmes and Wellbeing Services clients.

Main areas of responsibilities include client retention and excellent customer experience, effective SLA adherence, client risk management, growth of the portfolio, project management of diversified services, administration and financial management of allocated marketing budgets.

This is a full time (5 day per week) position, to be based Hybrid in Cape Town, South Africa.

Key Responsibilities

Client Retention

• 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

Risk Management

• Effective identification and mitigation of risk using effective relationship management and strategic interventions to convert 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 diversified services, including Performance Learning.

Administration & Financial Management of Account

• 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

Requirements:

• Must speak and communicate fluently in English and at least 1 other African language
• Has a minimum of 3+ years customer relationship management
• Has a minimum of 3+ years EAP (Employee Assistance Programme) experience
• Must have a valid driving license and access to a vehicle.
• Has a conceptual understanding of business missions, supplier promise and strategy, as well as the performance implications of this strategy with regard to market success
• Relevant tertiary qualification is desirable
• Project management experience is desirable

About You

• Professional and quality orientated approach to work
• Pays attention to detail/methodical approach
• Customer focused
• Confident
• Enthusiastic
• Can develop and sustain mature working relationships
• Open to change
• Aware of impact of own actions on workload of others and the business (self-responsibility)
• Assertive
• Ability to see the big picture
• Recognises own boundaries and limitations and take personal responsibility for managing these

In accordance with the Employment Equity Act, preference will be given to suitablyqualified candidates from designated groups, including persons with disabilities.

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.