Susan Schochet

About Susan Schochet

Throughout my journey, I have consistently been propelled by an unwavering commitment to helping others and making a positive impact in the world. This deep-rooted desire to create meaningful change has served as a common and steadfast theme in my career moving me forward with purpose and passion. Allow me to share some noteworthy examples: I assisted individuals in achieving their retirement dreams in various leadership positions at New York Life Retirement Services 🥕 I supported local families in accessing healthy meals as a founder and owner at Healthy Habits Kitchen.‍ I contributed to global healthcare by promoting access to tele-health services to strategic accounts during my time at American Well. I helped employees build and enhance their resilience through my work as Director of Implementation at meQuilibrium. I contributed to furthering disease prevention by advocating for habit change and promoting healthy eating as part of my implementation work at Newtopia. I supported active seniors in aging independently while providing peace of mind to their caregivers during my tenure in operations at Quil Health.By leveraging my strong focus on customer relationship management, I have excelled as a business partner in the B2B SaaS implementation and operations space. My hands-on experience and track record demonstrate my ability to drive extraordinary client satisfaction in fast-paced, high-growth environments. As a highly engaged leader, I have a knack for developing and implementing best practices while maintaining an entrepreneurial mindset. Building effective relationships with internal and external stakeholders comes naturally to me, and I consistently deliver results that align with budgets and business goals.Key accomplishments: Established an implementation department effectively managing a significant increase in incoming sales. Achieved a 70% volume increase within the first year. Implemented operational best practices across various teams including onboarding, food, customer support, and employee education. These measures resulted in a 25% reduction in new hires and improved profitability. Successfully scaled a thriving healthy meal kit business, serving a local community of over 3,400 customers for more than 8 years. Collaborated with Product and Engineering teams to create a direct-to-consumer (DTC) age-tech product, supporting independent seniors in aging in place. Built infrastructure to provide comprehensive customer support including hardware assistance, inquiries, and troubleshooting.

Experience

1. Senior Customer Success Implementation Manager

   Lyra Health

   Jul 2023 — Present

   Lyra Health is a leading provider of innovative mental health benefits for more than 2.5 million global employees and dependents and is transforming mental health care by creating a frictionless experience for members, providers, and employers. As a Senior Customer Success Implementation Manager I am responsible implementing Lyra\'s largest employer segment, comprising Major/Key segment employer customers with lives.Overall responsibilities: Lead implementation efforts by regularly engaging with customers\' benefits team members and key stakeholders to ensure a smooth launch process. Collaborate closely with sales and customer success teams to facilitate a seamless transition for customers. Manage and oversee technical operations to ensure successful launch, including troubleshooting any issues. Work alongside Customer Success to monitor overall launch readiness, meet deadlines, and assess launch success. Act as the primary point of contact for all cross-functional communications, inquiries, and launch-related issues, liaising with various teams to find resolutions.

Education

• Bentley University

  Bachelor of Science, Finance and Management