Customer Success Executive - Lyra Health

Job Title: Customer Success Executive
Job Location: Puchong, Selangor
Job Listing URL: https://jobs.lever.co/lyrahealth/8934d017-b38d-4225-b2c2-1f354dd16bd1
Job Description: 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.

The Customer Success Executive will manage a portfolio of Employee Assistance Programs (EAP) and Wellbeing Services for corporate clients within Malaysia. This role emphasizes client retention, customer experience, risk management, portfolio growth, and account administration.

The position is full-time, five days a week with 1 Saturday a month.
You will be required to work 4 days per week in our Malaysia office, 1 day working from home.
Key Responsibilities:
Client Retention and Business Development
Manage a portfolio of Malaysia-based corporate clients, overseeing program launches, ongoing program management, and relationship building to ensure excellent customer service and a seamless customer experience.
Serve as the primary point of contact for clients, coordinating with internal teams and global providers to deliver high-quality services.
Utilize data to measure and demonstrate the impact and value of programs, preparingand delivering insightful client reports.

Risk Management
Proactively identify and mitigate client-related risks, implementing strategic interventions to maintain service quality and client satisfaction.
Maintain up-to-date client information and records on relevant systems.
Handle any crisis management situations, ensuring effective communication and timely response to clients and relevant stakeholders.

Portfolio Growth
Drive portfolio expansion by identifying and initiating commercial opportunities, such as adding services, territories, or headcounts to existing client accounts.
Upsell additional services, including Learning & Development offerings, to enhance value for clients.
Manage projects, including health and HR fairs, where the Employee Assistance Program (EAP) or other wellbeing aspects may need representation.

Administration and Account Management
Ensure accurate and up-to-date maintenance of client information in company systems.
Collaborate with the Finance team to facilitate timely invoicing and assist in managing outstanding accounts.
Support account management tasks, including preparing quotations, invoices, and tracking client communications.

General Support and Team Collaboration
Participate in projects as needed, such as report writing, consulting, and responding to client inquiries.
Work closely with the business development team to support contract negotiations, renewals, and other sales initiatives.
Rotate responsibilities on the toll-free customer support line, ensuring prompt and effective client assistance. (Applicable to Clinical Psychologist/Counsellors)
Provide support to the inquiry team as needed.

This list of responsibilities is not exhaustive; additional account management tasks maybe assigned as needed.
Requirements:
Bachelor’s degree in Business Administration, Psychology, Counselling, Mass Communication, Health Sciences or a related field.
For Non Counseling/Psychology qualified candidates: Minimum 1 year of experience in customer success, account management, or a related client-facing role. Experience with 2 years will be given preference.
For counseling/Psychology qualified candidates : Minimum 1 year of experience in working in a healthcare or mental health setting is required. Experience with 2 years will be given preference.
Strong interpersonal and communication skills, with a focus on relationship management.
Ability to manage multiple accounts simultaneously, with strong organizational and prioritization skills.
Experience in data reporting, risk management, and project coordination.
Demonstrated ability to identify growth opportunities within existing client portfolios.