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

Lyssn.io, Inc. (Lyssn) is the most advanced and established software platform using AI for the next generation of behavioral healthcare and human services training, assessment, automation and improvement.

Working at Lyssn

We founded Lyssn with a single conviction: Health and well-being is a basic human right, and people who are suffering should have access to the best quality treatments. Our vision is to design clinical, evidence-based technologies (validated through peer-reviewed studies) that maximize therapists, counselors, coaches, and caseworkers’ ability to help their clients and patients at scale; and we offer a suite of technologies to enhance training, supervision, and quality assurance to do just that!

Our company spans a diverse range of innovative areas including natural language processing, machine learning, psychotherapy research, clinical assessment and behavioral coding, project management, software development, UI design, community-based research, and small business development. Nearly all of our founders (Ph.D level psychologists and data scientists) are active in Lyssn’s day-to-day business and you will be working with all of them in this role.

Inclusion is our mission

Our products train providers in acceptance and appreciation of cultural, socioeconomic, gender, religious, neuro and other core aspects of diversity. To create products that serve people from all walks of life, we need to include everyone. Therefore, we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for psychotherapy and human services, we welcome you to join the Lyssn team.

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

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. 

Customer Success Functions

• 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

Job Type / Schedule

Full-time employee, 40 hours per week, remote.

Lyssn, io, Inc. is based out of Seattle, WA. The majority of work can be conducted remotely through telecommuting.  Travel to customer sites, conferences, and in-person Lyssn team meetings is required – approximately 6-10 times per year.

Supervision

This position is available under the direction of Emily Smith Goering, Senior Implementation and Customer Success Manager. All Lyssn employees may interact with this position at different time points via an online interactive platform. A non-disclosure agreement will be required in this position.

Essential Functions

• 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

Requirement