Lyssn

Implementation Specialist

• 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

Customer Success and Implementation Manager – Health and Human Services