Job Description

ICAS World (a Lyra company) is a leading global provider of 24/7/365 wellness services that take care of the physical and mental health of client’s employees, in 155 countries globally. We are aware that a crisis can happen at any time. That’s why our teams are placed in local offices and provide expert led services 24 hours a day, 7 days a week, 365 days a year to employees and their immediate family.

Through our vast international network, and over 35 years experience, we provide a consistent service at every location, supporting more than 1500 companies while offering services to over 6.3 million people and their families.

ICAS World (a Lyra company) is looking for an ambitious candidate to fill a new International Account Manager role at a leading provider of global Employee Assistance and Mental Health Programmes that supports over 10m people worldwide with their health and wellbeing as part of the Lyra Health Group.

This role involves the responsibility for the management of a portfolio of Lyra contracted corporate clients based in the United States. The portfolio requires effective remote management with key customer contacts/stakeholders, partners & providers globally.

Main areas of responsibilities include global support to Lyra Customer Success Managers, to ensure client retention and customer experience and client risk management. Growth of the portfolio, administration, and financial management of allocated accounts are also key objectives.

This position will be based in the US, with remote working.

Duties and Responsibilities

Support to Lyra CSMs:

· Providing context and information about services outside of the US, to support Lyra Customer Success Managers in effectively managing global customers

· Liaison between Lyra and ICAS internal departments and operations to facilitate the implementation and ongoing management of the customer account

· Support for interpretation and communication of reporting in relation to locations outside of the US

Risk Management

· Collaborating with the Lyra Customer Success Manager to identify and mitigate risk using effective relationship management and strategic interventions to convert risk to opportunities where possible

Growth of Portfolio

· Collaborating with the Lyra Customer Success Manager to expanding existing customer programmes by identifying and initiating commercial opportunities for adding territories, headcounts and/or additional services

· Up sale of additional services such as Learning & Development to existing customer base

Administration & Financial Management of Account

· Effective an accurate maintenance of client information on relevant ICAS systems

· Effective collaboration with ICAS Finance teams to ensure timeous invoicing and assistance with tracking of debtors

Knowledge, Skills and Experience

· Suitable qualification in Business or similar.

· More than 5 years of client services work experience within an EAP setting is essential.

· Global experience is highly desirable.

· Extensive client services experience and expertise in an international environment

· Has thorough knowledge and thorough understanding of EAP including commercial underpinnings of such programmes

· Strong project managements skills to deal with complex projects under time pressure

· Solid experience in working with data and programme reporting

· Excellent presentation skills

· Excellent administrative skills

· Excellent telephone and online manner

· Excellent English speaking and writing abilities

· Computer literate

· Professional and quality orientated approach to work

· Enthusiastic and dynamic.

· Strong customer focus

· Excellent problem-solving skills

· Can develop and sustain mature working relationships.

· Able to work independently and as part of a team

· Ability to effectively negotiate between different parties to achieve the best possible outcomes for the business

· Open to change and ability to work with ambiguity

· Aware of impact of own actions on workload of others and the business

· Assertive

· Ability to function effectively under pressure

· Ability to multi-task in terms of set standards

Job Type: Full-time

Benefits:

• Life insurance
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Education:

• Bachelor's (Required)

Experience:

• Client Services: 5 years (Required)

Work Location: Remote

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