Client Services Account Manager

About the Role

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
• Good appreciation and understanding of corporate and individual wellbeing
• 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

Technical/Industry Specific

• Extensive client services experience and expertise, preferably in an
• international environment
• Thorough knowledge and thorough understanding of both corporate and individual wellbeing.
• Strong project managements skills to deal with complex projects under time pressure
• Solid experience in working with data and programme reporting
• Excellent presentation skills
• Excellent administrative skills
• Excellent telephone manner
• Excellent English speaking and writing abilities essential
• Computer literate

Personal Competencies

• Professional and quality orientated approach to work
• Good telephonic and face to face expertise
• Experience within the Health & Wellbeing arena
• Enthusiastic and dynamic
• Strong customer focus
• Excellent problem-solving skills
• Can develop and sustain mature working relationships.
• Able to work as part of a small dedicated team
• Able to work independently
• Ability to effectively negotiate between different parties to achieve the
• best possible outcomes for the business
• Open to change and ability to work with ambiguity
• Aware of impact of own actions on workload of others and the business (self responsibility)
• Assertive
• Ability to function effectively under pressure
• Ability to do multi-tasking in terms of set standards

Team Player

• Team player
• Positive and happy personality
• Motivated
• Resilient
• Supportive
• Trustworthy, open and honest
• Pro-active input into all team meetings