Implementation Manager, Core
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Job Description
Implementation Manager owning 40+ concurrent First Due Core software implementations for fire and EMS agencies. Driving configuration, integrations, migrations, and customer go-lives.
Responsibilities:
- Own a portfolio of roughly 40+ concurrent First Due Core implementations from contract signature through go-live and handoff to Customer Success
- Maintain Rocketlane as the system of record, including plans, timelines, milestones, task status, owners, and dates
- Complete project documentation and exit gates on time
- Lead customer kickoffs, set expectations, correct unrealistic assumptions, and close with agreed actions, owners, and dates
- Run bi-weekly progress check-ins for new acquisition projects and monthly check-ins for upsells
- Tailor implementation plans to each agency’s operational reality, including shift patterns, governance, approval cycles, budget calendars, and go-live blackout windows
- Own multi-module sequencing, phasing, and dependency decisions
- Direct and sequence work across Implementation Consultants, Technical Services, Integrations, Support, and Product without direct authority
- Surface product gaps, process gaps, communication silos, and methodology friction to leadership with specific proposed fixes
- Help lead internal improvement efforts
- Own customer relationships, project duration, scope, risk, customer communication, and time to value
- Direct implementation delivery within signed SOWs and escalate commercial or relationship exceptions to leadership
Requirements:
- Must live in the United States
- 5+ years of experience managing customer-facing SaaS implementations, including multiple concurrent projects, or 3+ years plus a master’s degree
- Strong public safety industry knowledge, including fire, EMS, or law enforcement agency operations and decision-making
- Demonstrated ownership of project plans, timelines, risk management, escalation recovery, scope discipline, and change orders
- Ability to drive delivery outcomes through matrixed contributors without direct reporting authority
- Working data literacy, including reading record counts, identifying bad mappings, and assessing integration and migration risk
- Experience with implementation project management tooling
- Proficiency with Microsoft 365, including Teams, Outlook, SharePoint, and Excel
- Excellent written and verbal communication, concise actionable follow-ups, executive-ready status reporting, and early escalation of bad news with recommended paths
- All applicants must be authorized to work for any US employer in the United States
- Must pass a criminal background check
- Must complete I-9 employment authorization verification
- Preferred: experience with billable utilization targets in professional services
- Preferred: PMP, CAPM, or equivalent project management credential
- Preferred: experience with fire, EMS, or law enforcement records management, CAD systems, or emergency services software
- Preferred: working knowledge of Salesforce
- Preferred: experience in a high-growth SaaS environment
Benefits:
- Medical, dental, and vision coverage
- FSA/HSA
- 401(k)
- Flexible PTO
- Fully remote workplace
- Technology stipend
- Opportunities for advancement
- Minimal travel expectations
- Reasonable accommodation during employment and interview process
- Equal opportunity, diversity, inclusion, and respectful workplace
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