Implementation Manager, Enterprise

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

📋 Description

• Take ownership of an assigned portfolio of Enterprise programs from the transition of sales through configuration, integration, data migration, training, go-live, and transition to Customer Success.

• Develop and manage program plans in Rocketlane, including critical paths, workstream dependencies, module-level exit criteria, actuals of level-of-effort, and records of risks and decisions.

• Organize go-live events based on agency operational readiness and recover programs that are at risk or stalled.

• Provide weekly updates on program status, covering schedule health, risks, responsible parties, dates, and necessary decisions.

• Manage change control and confirm sales transition prior to kickoff.

• Facilitate engagements with large, multi-department stakeholder groups, including leadership from fire and EMS, IT, cybersecurity, dispatch, EMS, training, labor representation, and municipal government.

• Drive change adoption for shift-based, represented, volunteer, and hybrid workforces.

• Utilize First Due AI tools for drafting status updates, summarizing meetings, capturing action items, generating plans, synthesizing risks, assessing data, mapping migration fields, and preparing for discovery.

• Validate AI-generated outputs and manage customer data in accordance with First Due standards.

• Deliver the scope of contracted services, including hours and fees, while identifying and mitigating overrun risks.

• Prepare and negotiate change orders with leadership, Sales, and agencies.

• Evaluate statements of work and solicitation responses for feasibility of delivery.

• Present field-driven enhancement requests to leadership and Product.

⛳️ Requirements

• A minimum of seven years of experience in customer-facing implementation, professional services, or program management within a SaaS environment.

• Proven ownership of multi-workstream programs with phased deployment across several customer departments.

• In-depth knowledge of the public safety industry, particularly in fire service operations and EMS.

• Capability to lead large, multi-department stakeholder groups, including executives, technical personnel, and represented or shift-based workforces.

• Formal project management expertise, encompassing baselined scheduling, critical path management, risk and issue tracking, documented change control, and structured status reporting.

• Proven experience using AI tools in a delivery or program management workflow, coupled with human validation judgment.

• Experience in translating agency operational and regulatory requirements into software delivery scope.

• Exceptional written and verbal communication skills at the executive level.

• Familiarity with Rocketlane or a similar professional services delivery platform.

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

• Willingness to travel up to 25% to customer sites, team events, and company offsites.

• Must have authorization to work for any US employer in the United States.

• Successful completion of a criminal background check is required.

• Preferred: PMP or an equivalent certification in professional project/program management.

• Preferred: Experience in public sector or government customer delivery.

• Preferred: Formal program management or delivery governance experience in a SaaS organization.

• Preferred: Certification in change management or experience with formal change adoption methodologies.

• Preferred: Knowledge of Salesforce.

• Preferred: Direct hands-on experience with Rocketlane.

• Preferred: A Bachelor's degree or equivalent professional experience.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

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

• 401(k) retirement plan.

• Flexible Paid Time Off (PTO).

• Fully remote work environment.

• Technology stipend.

• Opportunities for career advancement.

• Competitive salary.

• Additional benefits and perks.

• Reasonable accommodations provided during employment and throughout the interview process.