Lyssn

Customer Success and Implementation Manager – Health and Human Services

Lyssn

full-time

Posted on:

Location Type: Remote

Location: Remote • California • 🇺🇸 United States

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Salary

💰 $90,000 - $130,000 per year

Job Level

Mid-LevelSenior

About the role

  • 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

Requirements

  • 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
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
project managementimplementation scienceprogram evaluationfidelity monitoringEBP adoptionSACWIS systemsCCWIS systemscustomer relationship managementhealth and human services workforce trainingtechnology adoption
Soft skills
communication skillscollaborationorganizational skillsattention to detailstrategic thinkingflexibilityreliabilitycustomer relationship managementproblem-solvinginterpersonal skills