Implementation Manager – Core

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of a portfolio consisting of approximately 40+ simultaneous First Due Core implementations, overseeing the process from contract signing through to go-live and the handoff to Customer Success.

• Oversee planned duration, scope, risk management, customer communication, and time to value.

• Maintain Rocketlane as the official system of record, ensuring it includes plans, timelines, milestones, task statuses, ownership assignments, dates, documentation, and exit gates.

• Facilitate customer kickoffs, establish expectations, rectify unrealistic assumptions, and conclude with agreed-upon actions, ownership, and timelines.

• Conduct bi-weekly check-ins for new acquisition projects and monthly reviews for upsells to identify and eliminate obstacles.

• Customize implementation plans to align with agency operations, shift patterns, governance structures, approval cycles, budget schedules, and go-live blackout periods.

• Manage multi-module sequencing, phasing, and dependency decisions.

• Coordinate and sequence tasks across Implementation Consultants, Technical Services, Integrations, Support, and Product without direct authority.

• Identify product gaps, process deficiencies, communication silos, and methodology friction to present to leadership along with suggested solutions.

• Contribute to internal improvement initiatives.

• Maintain customer relationships and oversee projects from contract signing to go-live and the handoff to Customer Success.

• Manage the paired delivery model: Implementation Manager oversees the project, Implementation Consultant handles configuration and functional product depth, while Technical Services manages integration and data migration execution.

• Report directly to the Director of Professional Services.

⛳️ Requirements

• Must reside in the United States.

• A minimum of 5 years of experience managing customer-facing SaaS implementations, or 3 years of experience along with a master’s degree.

• Proven experience managing a portfolio of multiple concurrent projects.

• Strong knowledge of the public safety industry, including operations and decision-making processes within fire, EMS, or law enforcement agencies.

• Demonstrated ability to manage project plans, timelines, risk, escalation recovery, and scope discipline, including handling change orders.

• Capability to drive delivery outcomes through matrixed contributors without direct reporting authority.

• Working knowledge of data literacy, such as interpreting record counts, identifying mapping issues, and evaluating integration and migration risks.

• Experience with implementation project management tools.

• Proficient in Microsoft 365, including Teams, Outlook, SharePoint, and Excel.

• Exceptional written and verbal communication skills, with the ability to provide concise actionable follow-ups, executive-ready status reports, and promptly deliver unfavorable news along with suggested solutions.

• Must be authorized to work for any US employer in the United States.

• Unable to sponsor or transition employment visa sponsorship.

• Successful completion of a criminal background check is required.

• Preferred: Experience working to meet billable utilization targets within a professional services organization.

• Preferred: PMP, CAPM, or equivalent project management certification.

• Preferred: Experience with fire, EMS, or law enforcement records management, CAD systems, or emergency services software.

• Preferred: Familiarity with Salesforce.

• Preferred: Background in a high-growth SaaS environment with evolving methodologies and tools.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• Flexible Spending Account (FSA) / Health Savings Account (HSA).

• 401(k) retirement plan.

• Flexible Paid Time Off (PTO).

• Fully remote working environment.

• Technology stipend.

• Opportunities for career advancement.

• Minimal travel requirements.

• Reasonable accommodations provided during employment and the interview process.

• Competitive salary.

• Additional benefits and perks.