Client Services Account Manager

Description:

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.
 

Responsibilities 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

Background/Experience

• 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