Customer Success and Implementation Manager - Health and Human Services (HHS)

LYSSN.IO, INC.-posted about 9 hours ago
$90,000 - $130,000/Yr
Full-time • Mid Level
Remote • Seattle, WA
11-50 employees
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The Customer Success and Implementation Manager will be responsible for building relationships with state and regional child welfare agencies, with a specific focus on California, that use Lyssn for training and monitoring the use of evidence-based treatments in their organizations. Core success metrics for this position are: 1) customer retention, 2) growth in the value of each account, and 3) generating new customer activity by evangelizing Lyssn in the marketplace.

  • Work closely with Lyssn staff to identify gaps or potential gaps when scaling current customer and account management processes
  • Ensure that customer feedback and input is appropriately communicated and addressed, including by collaborating with the technical support and product teams on the product roadmap
  • Liaise between customers and compliance, finance, development, and sales teams to ensure client success post-sale
  • Manage, track, and document customer contract deliverables from implementation to ongoing sustainment in a responsive and adaptive manner
  • Utilize Lyssn's implementation framework with state and county agencies and contracted service providers as they implement Lyssn in their organizations
  • Orient and onboard new customers to Lyssn's products. Provide education on how Lyssn tools will be utilized to support and benefit their work
  • Develop resources to support customers utilizing Lyssn
  • Discuss and guide best practices for using Lyssn in complicated and dynamic implementation projects, specifically as it relates to evidence-based practices and FFPSA
  • Gain expert knowledge of Lyssn's products and their value proposition in HHS
  • Establish strong, open relationships with agency administrators, customer leadership, and project stakeholders
  • Collaborate with internal sales team to ensure smooth handoffs from prospective to established customer
  • Utilize internal project management and CRM tools to track customer deliverables and associated tasks, and document activities
  • Manage multiple customer relationships and priorities. Think strategically about customer relationships with an eye towards retention and expansion
  • 5+ years in Child Welfare or related fields including experience working in or with high-level state or local government agency administrators and/or as front line staff
  • Experience in one or more of the following areas: Managing projects or implementations of new initiatives in social services settings Health and human services workforce training Implementation science, large scale EBP adoption, program evaluation, and fidelity monitoring processes
  • Basic knowledge of FFPSA and its relevance to child welfare
  • Tech-savvy with the ability to learn new technology and online tools quickly
  • A strong understanding of the technical language used by Child Welfare professionals
  • Enthusiasm for talking about how technology can solve problems for public sector customers
  • Basic, high-level understanding of SACWIS/CCWIS systems
  • Experience with and understanding of public sector customers
  • Experience communicating effectively with diverse stakeholders, including customers and key process stakeholders
  • Clear and polished communication skills
  • Natural ability to collaborate and work with cross-functional teams
  • Proven reliability and flexibility to work independently demonstrating a high degree of organizational skills and attention to detail
  • Technically adept, self-motivated, and driven by results
  • Strong preference given to candidates with experience in or working with California social service systems
  • Prior customer success or SaaS experience
  • Experience working with HubSpot (or similar CRM platform)
  • Ability to travel within California up to 50% of the time
  • Medical (Regence Blue Cross)
  • Dental (Delta Dental)
  • Vision (VSP)
  • Life/AD&D
  • Long Term Disability
  • Excepted Benefit Health Reimbursement Arrangement (EBHRA) or Health Saving Account (HSA)
  • Employee assistance program
  • 401(k) retirement plan
  • Paid Leave: vacation, sick, holiday, bereavement, parental leave, jury duty
  • Corporate matching charitable giving program
  • Internet and Home Office Stipend
  • Professional development
  • Additional benefits may be discussed during the hiring process
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