Implementation Specialist

Company Overview

At Lightning Step + Sunwave Health, we improve behavioral health and addition treatment facility functionality to achieve better results for patients, caregivers, and administrators. Our platforms empower our clients to quickly and easily manage patient needs from admission to discharge, with provisions for billing and integrations with payment processors, billers, insurance companies, and other providers.

Job Overview

The mission of the Implementation Specialist is to ensure the successful onboarding, configuration, and adoption of Lightning Step + Sunwave Health’s technology solutions by our clients, enabling them to operate more efficiently and deliver high-quality care.

The ideal candidate is customer-focused, detail-oriented, and technically curious, with the ability to manage multiple implementations simultaneously while building strong relationships with clients and internal stakeholders.

In this role, the Implementation Specialist partners closely with clients to understand their workflows, configure the platform to meet their needs, provide training and guidance, and ensure a smooth transition from implementation to ongoing support.

The Implementation Specialist is part of our Implementation Team, reporting to the Director of Implementation.

The role is remote based in the United States.

Job Responsibilities

• Lead end-to-end implementation projects for new clients, from kickoff through go-live
• Gather and document client requirements, workflows, and business processes
• Configure and validate system settings to align with client needs and best practices
• Coordinate implementation timelines, milestones, and deliverables with internal teams
• Conduct client training sessions and provide clear documentation and guidance
• Serve as the primary point of contact for clients during implementation
• Identify risks, troubleshoot issues, and escalate concerns as needed
• Ensure a smooth handoff to Customer Success or Support teams post-implementation
• Maintain accurate implementation records and project documentation
• Collaborate cross-functionally with Sales, Product, Support, and Account Management teams to ensure seamless client handoffs, alignment on client goals, and successful long-term adoption
• Contribute to process improvements and implementation best practices

Job Qualifications

• 2–4 years of experience in software implementation, onboarding, customer success, or a related role
• Bachelor’s degree in Business, Information Systems, Healthcare Administration, or a related field (or equivalent experience)
• Proven experience implementing SaaS platforms or supporting technical solutions
• Strong project management and organizational skills
• Excellent written and verbal communication skills
• Ability to work independently in a fast-paced, remote environment
• Experience in healthcare, behavioral health, or revenue cycle management is a plus