Global Account Consultant
South Africa
Go-To-Market – Customer Success /
Full-time /
Remote
About Lyra Health
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.
Role Overview:
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.
Remote role: This is a fully remote and candidates must be physically located within South Africa.
Hours: Standard South Africa office hours. This role is a permanent five (5) day a week role (Monday to Friday).
Flexibility: Due to the global nature of the business and varying time zones, flexibility will be essential as the role includes occasional after-hours requirements in the evenings.
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
Minimum Level of Experience Required (including any industry-specific experience)
- 5+ years of customer relationship management experience and 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
In accordance with the Employment Equity Act, preference will be given to suitably qualified candidates from designated groups, including persons with disabilities.
"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 globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."
