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

The Customer Success and Implementation Specialist 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. Successful applicants will have experience and relationships with public Child Welfare administrators, experience with the day-to-day functioning of case management in these systems, as well as an understanding of the legal and funding mechanisms in these systems. In addition, successful applicants will be enthusiastic about communicating ways that technology can solve real-world problems.

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

Requirements

Candidates are required to demonstrate the following skills

• 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

Desired Skills and Qualifications

• 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)

Salary Range

The target total compensation for this position is $80,000 to $120,000 depending on experience with 20% of that salary determined by retention and commissions. New Lyssn employees are granted stock options (subject to board approval).

Benefits

• Insurance
• 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

Lyssn is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are committed to fair employment practices regarding citizenship.