About the Role

Lyra Health is looking for a skilled and collaborative Global Account Consultant to serve as a subject matter expert for our international customers. In this role, you will partner closely with our Customer Success Managers to deliver a world-class experience, ensuring the unique needs of our global clients are met. Your expertise will be vital in driving customer retention and growth by navigating the nuances of international service delivery, solving complex problems, and building strong relationships with both customers and our global network of providers.

This role is fully remote and candidates must be physically located within South Africa.

Hours: Standard South Africa hours, 8am to 5am

The role is a permanent five (5) day a week role (Monday to Friday).

Flexibility: The successful candidate must be flexible to work outside of standard South Africa hours to accommodate the global nature of the business and collaborate effectively with international teams across multiple time zones.

Key Responsibilities

Partner with Customer Success Managers (CSMs) on all international aspects of service delivery for our Workforce Mental Health customers.

Serve as the subject matter expert on international service delivery, advising CSMs and customers on global nuances and resolving inquiries.

Lead discussions on international agenda items during customer meetings, including Quarterly and Annual Business Reviews.

Deliver international awareness sessions and coordinate the delivery of local language sessions to drive member engagement.

Proactively monitor international account risk and collaborate with CSMs to develop and implement effective mitigation strategies.

Liaise with internal teams and our global network to coordinate the delivery of core services, training, and critical incident support.

Maintain accurate and up-to-date customer records in our internal systems.

Qualifications:

Minimum level of experience required (including any industry-specific experience)

5+ years of customer relationship management experience.

3+ years of experience within an Employee Assistance Program (EAP) setting.

Excellent verbal and written communication skills.

Strong project management and cross-functional collaboration skills.

Ability to prioritize and multitask, balancing the needs of multiple customers.

Excellent negotiation and creative problem-solving abilities.

Bachelor's degree in Business or a related field, or equivalent practical experience.

Minimum Skillset Required

Strong project management and cross-functional collaboration skills.

Ability to prioritize and multitask, balancing the needs of multiple customers.

Excellent negotiation and creative problem-solving abilities.

Direct experience in a global or international role.

A strong passion for mental health and a customer-centric mindset.

Ability to thrive in a fast-paced, ambiguous environment and effectively manage change.

A dynamic, professional, and collaborative work style.

Excellent computer literacy

Direct experience in a global or international role is highly desirable.