Account Manager

About Lyra Health

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, nearly 20 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

About the Role

This role is responsible for supporting client acquisition, onboarding, and managing a portfolio of Employee Assistance Programs (EAP) and Wellbeing Services for both new and existing corporate and retail clients in Singapore. The position requires strong relationship management with key internal and external stakeholders, partners, and providers on a global scale.

The main responsibilities include client acquisition and retention, customer experience, risk management, portfolio growth, administrative tasks, and financial management of allocated accounts.

Responsibilities:

• Manage a portfolio of Singapore-based corporate clients, overseeing program launches and ongoing account management.
• Provide training to the administration team to enhance operational efficiency and improve client service delivery.
• Ensure excellent customer service and an outstanding client experience.
• Collaborate with internal departments regionally and globally to deliver high-quality services.
• Liaise with a global network of providers to ensure best-in-class local account management. Third-party vendor management may be required at times.
• Support contract negotiations and renewals, including administrative tasks related to account management (quotations, invoices, etc.).
• Use data-driven reporting to demonstrate the impact and value of programs.
• Upsell additional services such as Learning & Development to existing clients.
• Project management of initiatives such as life/health/HR fairs, which may require EAP representation across different areas of health.
• Identify and mitigate potential risks through strategic relationship management and interventions.
• Maintain accurate client information in CRM systems such as Salesforce.
• Collaborate with global and regional Finance teams to ensure timely invoicing and debt tracking.
• Lead crisis management efforts, ensuring effective communication with relevant stakeholders.
• Assist with special projects, including consulting, report writing, and client-specific requests as needed.

Qualifications:

• 2+ years of experience in account management.
• Experience with EAP management is a plus but not required.
• Proficiency in CRM software such as Salesforce to track client management and retention.
• A background in Clinical Psychology or Counselling is an advantage, as it helps in understanding the nature of the service.
• Experience in financial management of client contracts is a plus.

"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.

By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form. This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."