Regional Account Manager - Lyra Health

The Regional Account Manager, based in Hong Kong, is responsible for the health, retention, and strategic growth of Lyra Health’s partnership with global enterprise clients within the APAC region. This role is not just about maintenance; it is about advocacy and operational excellence. The role will ensure that Lyra’s key strategic accounts employees within the region (and within their regional hub in Hong Kong) receive world-class mental health support that is culturally resonant and operationally seamless.

The appointment of a Hong Kong-based Regional Account Manager is a mission-critical investment that transitions Lyra Health from a vendor to a strategic partner for high-stakes clients.

By providing a localized point of contact in the APAC hub, this role eliminates "time-zone friction," bridges complex cultural nuances in mental health delivery, and offers an immediate boots-on-the-ground response for critical incident escalations.

Ultimately, this position safeguards regional revenue and ensures that Lyra’s global clinical standards are translated into high-impact, culturally resonant results for the client’s diverse workforce across Asia.

You will be required to work remotely in Hong Kong, with regional travel to clients’ sites as and when required.

Scheduled Weekly Hours: 45

1. Strategic Account Management

• 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).

2. Crisis & Critical Incident Escalation

• 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.

3. Operational Excellence & Localization

• 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.

4. Growth & Retention

• 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.