Customer Success and Implementation Specialist

Summary

Join Lyssn.io, Inc., a leading AI-powered software platform for behavioral healthcare and human services, as their Customer Success and Implementation Specialist. This full-time, remote position focuses on building relationships with state and regional child welfare agencies, particularly in California. You will be responsible for customer retention, account growth, and generating new business. Success requires experience with public Child Welfare systems, case management, and relevant legal and funding mechanisms. The ideal candidate is passionate about using technology to solve real-world problems and has strong communication skills. This role involves working closely with Lyssn staff, customers, and various internal teams to ensure client success. Travel is required approximately 6-10 times per year.

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

Responsibilities

• 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

Preferred 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)

Benefits

• 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