Implementation Manager, Essentials
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Job Description
Implementation Manager owning high-volume SaaS implementations for First Due, whose software helps fire and EMS agencies operate safer and smarter. Configuring modules, driving adoption, and transitioning customers to success.
Responsibilities:
- Own end-to-end delivery of a large book of concurrent Essentials implementations from sales transition through configuration, go-live, and Customer Success transition
- Build and maintain projects in Rocketlane against the standard Essentials milestone structure
- Prioritize and sequence the portfolio so anchor modules land first and engagements do not stall
- Run structured escalation and recovery for at-risk or unresponsive engagements
- Validate sales transition, contracted scope, module list, and expectations before kickoff
- Personally configure the majority of purchased modules for each agency
- Convert agency operational and regulatory requirements into working configuration and validate functionality before go-live
- Route advanced modules to specialist Implementation Consultants and coordinate their work
- Deliver guided live configuration and drive self-service enablement through the learning platform and webinars
- Coach lean, volunteer, and combination agency staff through adoption
- Coordinate CAD and dispatch integration work, including discovery of dispatch capability, budget, and data quality
- Execute documented transition to Customer Success, including open items, launch risk, and adoption gaps
- Use First Due AI tooling for status drafting, meeting summaries, action capture, and first-pass configuration and discovery preparation
- Validate AI-assisted output and handle customer data according to First Due standards
- Maintain accurate Rocketlane project records, escalation logs, assignments, go-live data, and value-realization records
Requirements:
- Four or more years of customer-facing implementation, professional services, or configuration experience in a SaaS environment
- Direct hands-on ownership of product configuration
- Ability to carry a high volume of concurrent projects
- Strong public safety industry knowledge, especially fire service and EMS operations
- Project management discipline, including scheduling, milestone and risk tracking, structured status, and documented escalation
- Ability to drive customer adoption and usage
- Comfort configuring software across a broad functional footprint and learning new modules quickly
- Demonstrated use of AI tooling within a delivery workflow, with human validation judgment
- Excellent written and verbal communication
- Experience with Rocketlane or a comparable professional services delivery platform
- Working knowledge of Microsoft 365, including Outlook, Teams, Word, and Excel
- Ability to travel up to 10 percent
- Must be authorized to work for any US employer in the United States
- Must successfully pass a criminal background check
- Bachelor's degree or equivalent professional experience is preferred, not required
- No employment visa sponsorship or sponsorship transition available
Benefits:
- Medical, dental, and vision coverage
- FSA/HSA
- 401(k)
- Flexible PTO
- Fully remote workplace
- Technology stipend
- Opportunities for advancement
- Travel to customer sites, team events, and company offsites up to 10 percent
- Reasonable accommodation during the interview process and employment
- Equal opportunity, diversity, and inclusivity commitments
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