Key Responsibilities:

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.

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 may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, summarizing interviews, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.