Remote Senior Global Account Consultant

Summary

Join Lyra Health as a fully remote Senior Global Account Consultant to serve as a global subject matter expert for key Workforce Mental Health customers, collaborating with the Customer Success Manager to provide high-quality customer experience.

Requirements

• 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

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