Child Welfare Customer Success Manager
LYSSN.IO, INC., United States
Job Description
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 family.
Child Welfare Customer Success Manager - Full Time - Remote
Lyssn is looking for an individual with a strong background in the Child Welfare field to be the customer success manager for Lyssn’s Child Welfare contracts. This individual will be responsible for building relationships with state and regional child welfare agencies 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 / products placed where relevant, and 3) generating new customer activity by evangelizing Lyssn in the marketplace. Successful applicants will have long-standing experience and relationships with public Child Welfare administrators across the US, 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.
Job Type / Schedule
Full-time employee, 40 hours per week, remote. Participation in three-day, quarterly in-person retreats at a range of locations around the country (e.g., California, Arizona, Utah, New York, Seattle) may be required for this position. Employees will be required to be vaccinated against COVID-19 to attend in-person meetings.
Supervision
This position is available under the direction of Michael Tanana, Lyssn Chief Technology Officer. 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
- Work closely with state agencies as they implement Lyssn in their organizations and help troubleshoot any issue that they may have during implementation
- Discuss and guide best practices for using Lyssn to support the use of EBPs in complicated, dynamic implementation projects including how Lyssn’s products relate to FFPSA implementation
- Gain expert knowledge of Lyssn’s products, value proposition, and organizational capabilities, staff who support customer success
- Establish strong, open relationships with agency administrators and leadership at Lyssn’s customers
- Collaborate with existing sales efforts to ensure smooth handoffs from Sales to Customer Success functions
- Work closely with existing Lyssn staff, identify gaps or potential gaps when scaling current customer / account management processes
- Ensure that customer feedback and input is appropriately addressed, including by collaborating with the technical support and product teams on the product roadmap
- Liaise between potential customers and compliance, finance and customer support teams to ensure client success post-sale
Requirements
Candidates are required to demonstrate the following skills
- 5+ years in Child