Regional Account Manager at Lyra Health

About Lyra Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions. 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 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 are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law. By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra.  We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR.  Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives.  If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form.  This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact [Upgrade to PRO to see contact]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."