Sr. Global Account Consultant

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, 10 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

Lyra Health is looking for a fully remote Senior Global Account Consultant. This position offers the opportunity to serve as a global subject matter expert for a small portfolio of key Workforce Mental Health customers. The right candidate will contribute towards retention and growth by working collaboratively with the Lyra Customer Success Manager to provide a high quality customer experience. Achieving this requires managing not only the customer relationship, but also working effectively with internal stakeholders as well as partners or providers globally. Success in the role requires an excellent communicator with experience managing EAP customers globally.

Responsibilities:

• Collaborates with the Customer Success Manager (CSM) on all international elements of services provided to Workforce Mental Health customers.
• Advises and guides the Customer Success Manager (CSM) and customer on the nuances of international service delivery.
• Responds to customer questions regarding international service delivery and leads efforts to problem-solve on international issues.
• Liaises with internal teams and the global network to enable the delivery of core and additional services, as well as any specialized/bespoke services.
• Participates in regular customer meetings, including quarterly and annual business reviews, leading the discussion on international agenda items. 
• Delivers English language international awareness sessions (Lyra 101s) and coordinates the scheduling and delivery of local language sessions
• Consults on needs and guides the customer on booking of international awareness, training, critical incidents or additional clinical services.
• Identifies customer concerns and needs, and uses knowledge of customer data and Lyra offerings to proactively design solutions or enhancements
• Actively monitors international risk and works with a range of internal stakeholders to proactively develop and implement effective mitigation strategies 
• Supports strategic planning by contributing a global perspective
• Maintains accurate customer records on internal systems

Qualifications:

• 8+ years of experience managing relationships with customers, at least five of these within an EAP setting.
• Excellent verbal and written communication skills
• Ability to innovate and creatively solve problems in a highly collaborative manner
• Ability to prioritize and multitask, balancing the needs of multiple customers 
• Ability to effectively negotiate between different parties to achieve mutually beneficial outcomes
• Strong project management skills and a demonstrated ability to work successfully on cross-functional teams 
• Passion for mental health 
• Professional and quality oriented approach to work 
• Enthusiastic, dynamic and assertive
• Strong customer focus
• Ability to manage change and cope with ambiguity

"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."