Client Services Consultant

Lyra Health; Cape Town; On-site; ZAR 420,000 - 600,000; Full time

Job summary

Lyra Health Southern Africa is seeking a Client Services Consultant to manage a portfolio of Employee Assistance Programmes and Wellbeing services in a hybrid Cape Town role. You will focus on client retention, delivering an outstanding client experience, and ensuring strong SLA adherence.

You will lead programme launches, negotiate contracts, and coordinate with LYRA departments while overseeing administration and budgets. 3+ years CRM and EAP experience are preferred.

Qualifications

• Minimum of 3+ years customer relationship management experience.
• Minimum of 3+ years EAP experience.
• Fluency in English and at least one other African language.
• Relevant tertiary qualification preferred.

Responsibilities

• Manage portfolio of large corporate clients, including programme launches and contract negotiations.
• Ensure excellent customer service and outstanding customer experience.
• Manage budgets and invoicing with LYRA Finance teams.
• Identify opportunities to grow the portfolio with diversified services, including Performance Learning.

Skills

Client relationship management

EAP experience

Project management

Budget management

Communication skills

Multilingual communication

Education

Relevant tertiary qualification

Job description

Lyra Health Southern Africa are searching for a Client Services Consultant 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 (except Afrikaans)
• Has a minimum of 3+ years customer relationship management
• Has a minimum of 3+ years EAP (Employee Assistance Programme) experience
• 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

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.