Customer Success Operations Manager

About Lyra HealthLyra 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. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.
About the RoleLyra Health is looking for a passionate Customer Success Operations Manager to support the Customer Success team. Approximately 50% of this role will be dedicated to supporting our global operations and global customers.
You should be: -Naturally collaborative with strong communication and listening skills-Highly organized and detail-orientedIndependent, resourceful and a quick learner-Thrive on balancing multiple prioritiesInterested in global mental health-Able to think outside of the box
This role will be a great fit for you if you are passionate about solving complex issues and have an ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions. 

Responsibilities:

• Collaborate internally with teams such as reporting, marketing, product, clinical, data science, legal, and others to effectively resolve customer requests
• Manage Customer and vendor reporting on a weekly, monthly, quarterly basis
• Support the maintenance and data integrity of key systems (Salesforce, Confluence, Jira, etc.)
• Partner with cross-functional teams including our ICAS partners to close operational gaps between Lyra and ICAS operations, build new processes, and reduce frictions
• Serve as a subject matter expert and consultant to Customer Success Managers on all things related to Lyra Global & ICAS
• Support the implementation and management of tools (account management / project management) that facilitates CS Ops activities
• Drive continuous process improvement/efficiencies for the Customer Success team 
• Ad-hoc projects that support the team while we quickly scale both our US and global operations!

Qualifications:

• 5+ years experience working with global employer benefits or supporting global customers
• Highly self-motivated, ability to innovate and quickly solve problems in a highly collaborative manner
• Passion for designing processes that scale
• Clear communicator with professional presence across different cultures
• Excellent time management and prioritization skills and ability to tackle multiple projects at the same time
• Strong attention to detail, and an ability to thrive in ambiguity
• Passion for mental health and changing the healthcare landscape

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability,  genetic information or any other category protected by law.