Customer Success Executive
Lyra Health
full-time
Posted on:
Location Type: Hybrid
Location: Puchong • 🇲🇾 Malaysia
Visit company websiteJob Level
Junior
About the role
- 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, preparing and delivering insightful client reports.
- 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.
- 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.
- 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.
- 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.
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.
Benefits
- Competitive salary
- Health insurance
- Paid time off
- Flexible work hours
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data reportingrisk managementproject coordinationaccount managementcustomer success
Soft skills
interpersonal skillscommunication skillsrelationship managementorganizational skillsprioritization skills
Certifications
Bachelor’s degree in Business AdministrationBachelor’s degree in PsychologyBachelor’s degree in CounsellingBachelor’s degree in Mass CommunicationBachelor’s degree in Health Sciences