Implementation Manager, Enterprise
New
F
First DuePublic safety software
Remote - US OnlyFull-TimeManager
Salary100,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- Seven or more years of customer-facing implementation, professional services, or program management experience in a SaaS environment
- Required Skills
- Project Management
Requirements
- Have seven or more years of customer-facing implementation, professional services, or program management experience in a SaaS environment.
- Have owned multi-workstream programs with phased deployment across more than one customer department.
- Bring strong public safety industry knowledge, especially fire service operations and EMS, including agency organization, funding, and governance.
- Demonstrate ability to lead large, multi-department stakeholder groups, including executives, technical staff, and represented or shift-based workforces.
- Apply formal project management practices, including baselined scheduling, critical path management, risk and issue tracking, documented change control, and structured status reporting.
- Have used AI tooling in a delivery or program management workflow and be able to identify when human validation is required.
- Have experience translating agency operational and regulatory requirements into software delivery scope.
- Demonstrate executive-level written and verbal communication, including delivering unwelcome information to senior customer stakeholders.
- Have experience with Rocketlane or a comparable professional services delivery platform.
- Have working knowledge of Microsoft 365, including Outlook, Teams, Word, and Excel.
- Be able to travel to customer sites, team events, and company offsites, up to 25 percent.
- PMP or equivalent project or program management certification is preferred.
- Public sector or government customer delivery experience, change management experience, Salesforce working knowledge, and Rocketlane hands-on experience are preferred.
Responsibilities
- Own delivery of an assigned portfolio of Enterprise programs from sales transition through configuration, integration, data migration, training, go-live, and Customer Success transition.
- Build and maintain program plans in Rocketlane, tracking critical paths, dependencies, exit criteria, effort, risks, and decisions.
- Sequence go-live events around agency readiness and recover at-risk or stalled programs with a documented resolution path.
- Publish weekly program status covering schedule health, risks, owners, dates, and required decisions.
- Own change control and validate scope, contract commitments, and go-live expectations before kickoff.
- Lead engagements with large, multi-department stakeholder groups and lead change adoption across varied agency workforces.
- Use First Due AI tooling for status drafting, meeting summaries, action items, plan generation, risk synthesis, and program preparation.
- Validate AI-assisted outputs and handle customer data according to First Due data handling standards.
- Manage contracted services scope, hours, and fees; recommend commercial positions and negotiate change orders with relevant partners.
- Review statements of work and solicitation responses for delivery feasibility, and surface field-driven enhancement requests to Product.
View Full Description & ApplyYou'll be redirected to the employer's site
