Implementation Manager, Essentials

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

📋 Description

• Manage the comprehensive delivery of a significant portfolio of simultaneous Essentials implementations, from sales transition through configuration, go-live, and Customer Success transition.

• Create and sustain projects in Rocketlane adhering to the standard Essentials milestone framework.

• Prioritize and organize the portfolio to ensure anchor modules are implemented first, preventing project stalls.

• Implement a structured approach for escalation and recovery for engagements that are at risk or unresponsive.

• Confirm sales transition, contracted scope, module list, and expectations prior to kickoff.

• Personally configure the majority of the purchased modules for each agency.

• Translate agency operational and regulatory needs into functional configurations and validate performance before go-live.

• Assign advanced modules to specialized Implementation Consultants and coordinate their efforts.

• Provide guided live configuration and promote self-service enablement through the learning platform and webinars.

• Mentor lean, volunteer, and hybrid agency staff in the adoption process.

• Oversee CAD and dispatch integration tasks, including the exploration of dispatch capabilities, budget considerations, and data quality assessments.

• Carry out a documented transition to Customer Success, addressing open items, launch risks, and adoption challenges.

• Utilize First Due AI tools for drafting status updates, summarizing meetings, capturing actions, and preparing initial configurations and discovery tasks.

• Ensure the accuracy of AI-generated outputs and manage customer data in accordance with First Due standards.

• Keep precise records in Rocketlane, including project details, escalation logs, assignments, go-live information, and value realization documentation.

⛳️ Requirements

• A minimum of four years of customer-facing implementation, professional services, or configuration experience in a SaaS context.

• Direct, hands-on responsibility for product configuration.

• Capability to manage a high volume of concurrent projects.

• Strong understanding of the public safety sector, particularly in fire service and EMS operations.

• Proficiency in project management practices, including scheduling, tracking milestones and risks, structured status reporting, and documented escalations.

• Ability to promote customer adoption and usage effectively.

• Comfortable configuring software across a wide range of functionalities and rapidly learning new modules.

• Proven experience utilizing AI tools within a delivery process, complemented by sound human validation judgment.

• Exceptional written and verbal communication skills.

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

• Working knowledge of Microsoft 365, including Outlook, Teams, Word, and Excel.

• Willingness to travel up to 10 percent.

• Authorization to work for any US employer in the United States.

• Successful completion of a criminal background check is required.

• A Bachelor's degree or equivalent professional experience is preferred but not mandatory.

• No visa sponsorship or transition support for employment is available.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 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.

• Travel to customer locations, team gatherings, and company offsite events up to 10 percent.

• Reasonable accommodations during the interview process and employment.

• Commitment to equal opportunity, diversity, and inclusivity.