Customer Success Manager – APAC - Malaysia, Selangor - Lyra, formerly ICAS World

Description

About Lyra Health

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, 10 million people can receive the best care and feel better, faster.

About the Role

Lyra Health is looking for a Customer Success Manager who will be responsible for the management of a small portfolio of global Lyra customers based in the APAC region. The portfolio requires effective remote management with key customer contacts/stakeholders, partners & and providers globally. Main areas of responsibility include client retention and customer experience, client risk management, growth of the portfolio, administration, and financial management of allocated accounts. The Customer Success Manager will work closely with both internal departments across the globe and will report into the CS Team Lead: Wellbeing.

RESPONSIBILITIES:

Implementation

· Manages implementation of the customer programme, liaising with all internal departments to facilitate a smooth launch and ensure that all contracting, and supplier registration processes are completed ahead of the launch date

· Prepares and delivers awareness sessions and other customer presentations in the lead up to launch

· Manages introductions to local account management teams, and liaises with local operations to schedule local language awareness events

Customer Retention

· Manages the overall customer relationship for key Lyra Wellbeing customers

· Leads regular customer meetings and draws on leadership and internal teams for support on key items

· Consults on needs and guides customer on booking of L&D, awareness, critical incidents or additional clinical services

· Liaises with internal teams and global network to enable the delivery of additional services.

· Monitors customer relationship and priorities, and responds to any needs, drawing on leadership and internal teams to support where necessary.

· Communicates any telephony disruptions and mitigation plans to the customer, including closing the feedback loop by confirming the resolution of any disruption.

· Supports customers in the event of a mass disruptive event, sharing

Customer Reporting

· Regularly communicates product/service updates to customers, showing a deep understanding of changes and the logic behind them, as well as the benefits to the customer

· Distributes customer reports and presents these in a QBR meeting, adding additional slides where needed to help the customer interpret the report and support recommendations for customer projects/interventions

· Analyses customer data to anticipate questions and craft responses that add value, drawing on Business Intelligence teams for support where necessary.

Retention and Risk Management

· Actively monitors risk and develops and implements appropriate mitigation strategies, with leadership guidance where required.

· Reports on and documents risk level and mitigation plans on a monthly basis.

· Liaises with internal stakeholders to ensure the effective and timely resolution of complaints or escalations

· Engages with the customer and other resources to understand the organizational context and identify areas in which Lyra can offer support.

· Uses knowledge of the customer, Lyra offerings and pricing models, and market conditions to effectively manage renewal conversations with the customer.

· Prepares an initial renewal proposal based on the renewal pricing calculator, and briefs business development on any changes and customer requests to be considered to ensure acceptance of an agreement that is mutually beneficial

· Involves leadership and internal teams in the renewal discussion where needed to ensure a mutually beneficial outcome.

· Works with legal teams, the CS Project Manager, and internal stakeholders to ensure renewal contracting is completed accurately and on time.

Strategy and Expansion

· Understands and contributes to the customer's annual promotional plan and liaises with local operations to ensure delivery of campaigns or events to support this plan.

· Ensures that the customer is aware of all Lyra events and campaigns, sharing content and invitations and supporting the customer on integrating events and content into their promotional plans to support their objectives.

· Identifies customer concerns and needs, and uses knowledge of customer data and Lyra offerings to recommend solutions or enhancements

· Works with internal teams to develops and implements project plans and liaises with internal stakeholders to deliver solutions or enhancements.

· Collaborates with internal stakeholders on special projects to contribute towards improving CS efficiencies and the customer/member experience.

Admin and Record Keeping

· Maintains customer information on internal systems, and manages the customer relationship to ensure on-time receipt of headcounts

· Submits financial information via the IMS every month and liaises with the finance team to enable on-time billing

· Builds a database of contacts and information to guide strategic planning and decision-making

· Ensures the financial health of the account by liaising with the Lyra finance team to monitor invoicing and payment and provide support to resolve challenges.

QUALIFICATIONS

• The successful candidate will have a suitable qualification in business or relevant experience in relationship management.
• Minimum of 3 years experience managing relationships with customers, within an EAP setting, preferably within the APAC region
• Strong English language skills
• Mandarin language skills would be an advantage to help support our customers in other entities.

MINIMUM SKILLSET

· Excellent verbal and written communication skills, in English as well as a key regional language

· Ability to innovate and creatively solve problems in a highly collaborative manner

· Strong project management skills and a demonstrated ability to work successfully on cross-functional teams

· Ability to prioritize and balance multiple customers

· Ability to effectively negotiate between different parties to achieve mutually beneficial outcomes

· Excellent computer literacy

· Ability to work independently, as this is a fully remote role

DESIRABLE EXPERIENCE / SKILLSET

· Passion for mental health

· Professional and quality-orientated approach to work

· Enthusiastic, dynamic, and assertive.

· Strong customer focus

· Ability to develop and sustain mature working relationships and work independently and as part of a team

· Able to manage change and cope with ambiguity

· Demonstrates an awareness of the impact of own actions on the workload of others and the business

· Able to function effectively under pressure