Implementation Manager, Core

New

First DuePublic safety software

Remote - US OnlyFull-TimeManager

Salary100,000 USD per year

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Job Details

Experience: 5+ years of experience managing customer-facing SaaS implementations (or 3+ years plus a master’s degree)
Required Skills: Project ManagementSharePointRisk Management

Have 5+ years of experience managing customer-facing SaaS implementations, or 3+ years plus a master’s degree.
Have experience managing a portfolio of multiple concurrent projects.
Bring strong public safety industry knowledge, including how fire, EMS, or law enforcement agencies operate and make decisions.
Demonstrate ownership of project plans, timelines, risk management, escalation recovery, and scope discipline, including change orders.
Have experience driving delivery through matrixed contributors without direct reporting authority.
Be comfortable reading record counts, spotting bad mappings, and assessing integration and migration risk.
Have experience with implementation project management tooling.
Be proficient with Microsoft 365, including Teams, Outlook, SharePoint, and Excel.
Demonstrate excellent written and verbal communication, including actionable follow-ups, executive-ready status reporting, and delivering bad news early with a recommended path.
Preferred: experience with billable utilization targets in professional services and a PMP, CAPM, or equivalent project management credential.
Preferred: experience with fire, EMS, or law enforcement records management, CAD systems, or emergency services software.
Preferred: working knowledge of Salesforce and experience in a high-growth SaaS environment.

Own a portfolio of roughly 40+ concurrent Core implementations from contract signature through go-live and handoff to Customer Success.
Keep Rocketlane plans, timelines, milestones, task status, owners, and dates current, and complete documentation and exit gates on time.
Lead customer kickoffs, set expectations, and close with agreed actions, owners, and dates.
Run at least bi-weekly check-ins on new acquisition projects and monthly check-ins on upsells to identify and remove blockers.
Tailor project plans to agency operations, including shift patterns, governance, approval cycles, budget calendars, and go-live blackout windows.
Own multi-module sequencing, phasing, and dependency decisions across the platform.
Direct and sequence work across Implementation Consultants, Technical Services, Integrations, Support, and Product, securing commitments on dates.
Raise product, process, communication, and methodology gaps with supporting details and proposed fixes, and help own internal improvement efforts.

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