Implementation Project Manager

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

📋 Description

• Provide guidance to Small Business and Mid-Market fire and EMS agencies from the moment the contract is signed until the EPR FireWorks system goes live.

• Oversee a portfolio of simultaneous implementations utilizing EPR's standardized, cohort-based onboarding approach.

• Act as the primary day-to-day client contact throughout the implementation process.

• Take ownership of project plans, configuration, integration coordination, and readiness for go-live.

• Create and maintain project plans, configuration workbooks, and relevant documentation using departmental templates and milestone gates.

• Implement the SMB cohort model, which includes cohort enrollment, participation in live sessions, and ensuring go-live readiness.

• Enforce LMS completion criteria for implementation milestones.

• Track actual labor hours in accordance with the locked cost model and flag any budget discrepancies.

• Conduct kickoff meetings outlining the scope, timelines, customer responsibilities, and the implications of customer delays.

• Facilitate regular meetings with clients, provide status updates, manage delivery expectations, and formally document any risks to scope and timelines.

• Maintain expert-level knowledge of EPR Systems products and offer strategic guidance along with implementation-specific product demonstrations.

• Collaborate with the Training team for formal instructor-led sessions.

• Assist clients with integrations concerning CAD, state reporting systems, and NFIRS/NEMSIS/NERIS data feeds.

• Validate readiness criteria and carry out documented handoffs to Customer Success Managers.

• Work with Customer Support Engineers to address technical obstacles without delaying the go-live schedule.

• Collaborate with Migration and Development teams based in Israel on configuration, data migration, and integration dependencies.

• Spot opportunities for software enhancements based on client feedback and communicate findings to Product Development.

• Suggest improvements for playbooks, templates, and processes to the Manager.

• Carry out other professional tasks as assigned.

⛳️ Requirements

• High school diploma or GED.

• Minimum of 3 years of experience in software implementation or project management.

• Deep understanding of fire and EMS best practices and procedures.

• Working knowledge of NFIRS, NERIS, NEMSIS, NFPA, ISO, and other industry reporting requirements and standards.

• Familiarity with SQL, computer networking, and Microsoft Office Suite.

• Acquainted with standard technical terminology.

• Excellent oral and written communication skills.

• Proven capability to coach and train diverse groups on software usage.

• Ability to work effectively with minimal supervision while maintaining high productivity and accountability for project outcomes.

• Strong customer service orientation and keen attention to detail.

• Capacity to remain professional and composed in high-pressure scenarios.

• Ability to multitask and excel in a fast-paced environment.

• Bachelor's degree preferred.

• Associate's degree will be considered.

• Preferred credentials or operational experience in fire service or EMS, including Firefighter I/II, EMT, or company officer.

• Experience working with public sector or municipal clients, including understanding procurement and budget-cycle dynamics, is preferred.

• PMP, CAPM, or equivalent project management certification is preferred.

• Proficiency with HubSpot, Vitally, Zoho Projects, and LMS/community platforms, or a demonstrated ability to quickly learn equivalent systems is preferred.

🏝️ Benefits

• Competitive compensation package aligned with experience, qualifications, and internal equity.

• Remote work arrangement.

• Opportunities for travel for customer site visits, conferences, and company meetings (up to 15%).

• Reasonable accommodations for individuals with disabilities.