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We are revolutionizing how people find and receive mental health care.
The Role
The Account Manager manages relationships with enterprise clients in APAC, ensuring operational excellence, crisis response, and drives retention and growth of services.
Summary Generated by Built In
About Lyra
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.
Key Responsibilities:
- Relationship Lead: Act as the primary consultant for our Global Clients APAC HR and Benefits leadership, ensuring Lyra’s services align with their regional strategy.
- Regional Champion: Drive program awareness and adoption through localized engagement campaigns and Quarterly Business Reviews (QBRs) that highlight APAC-specific data and trends.
- Global-Regional Liaison: Coordinate with US-based Global Account Managers to ensure a "one-client" experience while advocating for specific APAC requirements (e.g., local language support or regulatory compliance).
- Incident Response Lead: Serve as the first point of contact for high-priority escalations, including workplace tragedies, regional socio-political unrest, or acute mental health crises.
- Coordination: Rapidly mobilize Lyra’s clinical and provider networks to provide onsite or virtual "Psychological First Aid" during critical events.
- Debriefing: Lead post-incident reviews with the client to refine response protocols and ensure ongoing support for affected employee groups.
- Network Insights: Partner with the Regional/Country Managers, Clinical and Provider Operations teams to ensure the provider network meets the cultural and linguistic nuances of the APAC markets.
- Solution Design: Identify gaps in regional service delivery and propose innovative solutions to enhance the member experience for Lyra's Global Clients employees.
- Retention: Own the renewal process for regional contracts, maintaining 100% client retention through demonstrable ROI and clinical efficacy.
- Expansion: Identify opportunities for upselling additional Lyra products (e.g., Lyra Learn or specialized coaching) that address emerging regional needs.
1. Strategic Account Management
2. Crisis & Critical Incident Escalation
3. Operational Excellence & Localization
4. Growth & Retention
Requirements:
- 3+ years experience in account management at a local level
- Experience with EAP management or healthcare sales is an advantage.
- Ability to communicate in English alongside Cantonese or Mandarin is required
- Proficiency in CRM software such as Salesforce to track client management and retention is an advantage.
- 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 essential.
"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."
Skills Required
- 3+ years experience in account management
- Experience with large global customers
- Experience with EAP management or healthcare sales
- Ability to communicate in English
- Proficiency in CRM software such as Salesforce
- A background in Clinical Psychology or Counselling
- Experience in financial management of client contracts
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The Company
What We Do
Lyra Health’s mission is to transform mental health care through technology with a human touch — to get more patients the care they need when they need it. If you are an engineer or data scientist who would like to join in this effort, please reach out.
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