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Implementation Manager, Enterprise

1 month ago
United States
Full-time
Senior
Implementation Consultant
Customer and Technical Support
Salesforce
Apply Now
First Due

First Due

First Due is a leading provider of fire and EMS software, offering end-to-end solutions for agencies to manage operations efficiently. Their cutting-edge technology reimagines records management, incident reporting, personnel scheduling, and community ...

Internet Software & Services
51-250
Founded 2016
View All Jobs 5

Description

  • Own delivery of assigned enterprise implementation programs from sales transition through configuration, integration, data migration, training, go-live, and Customer Success handoff.
  • Build and maintain program plans in Rocketlane, including critical path, dependencies, exit criteria, actuals, risks, and decisions.
  • Manage change control and validate scope, contract commitments, and go-live expectations before kickoff.
  • Sequence go-live activities around agency readiness and recover at-risk programs with documented resolution paths.
  • Publish weekly status updates on schedule health, risks, owners, dates, and required decisions.
  • Lead stakeholder engagement across fire, EMS, IT, dispatch, training, prevention, labor, and municipal government groups.
  • Drive change adoption across shift-based, represented, volunteer, and combination staffing environments.
  • Use AI tooling to draft status updates, summarize meetings, capture action items, and synthesize risks across workstreams.
  • Support legacy data assessment, first-pass migration mapping, and agency-specific discovery using AI-assisted analysis.
  • Draft and negotiate change orders with leadership, Sales, and the customer, and surface product enhancement requests with business impact.

Requirements

  • 7+ years of customer-facing implementation, professional services, or program management experience in a SaaS environment.
  • Experience owning multi-workstream programs with phased deployment across more than one customer department.
  • Strong public safety industry knowledge, especially fire service operations and EMS.
  • Experience leading large, multi-department stakeholder groups, including executive sponsors and technical staff.
  • Formal project management discipline, including baselined scheduling, critical path management, risk tracking, change control, and structured reporting.
  • Demonstrated use of AI tooling in a delivery or program management workflow.
  • Experience translating agency operational and regulatory requirements into software delivery scope.
  • Excellent executive-level written and verbal communication skills, including delivering difficult messages to senior stakeholders.
  • Experience with Rocketlane or a comparable professional services delivery platform.
  • Working knowledge of Microsoft 365, including Outlook, Teams, Word, and Excel.
  • Ability to travel to customer sites, team events, and company offsites up to 25%.
  • PMP or equivalent project/program management certification (preferred).
  • Experience delivering to public sector or government customers, including procurement, security review, and compliance processes (preferred).
  • Experience in a formal delivery governance function at a SaaS company (preferred).
  • Change management certification or formal change adoption methodology experience (preferred).
  • Working knowledge of Salesforce, including account data hygiene and sales handoff (preferred).
  • Bachelor's degree or equivalent professional experience (preferred).

Benefits

  • Competitive pay with a $100,000 salary listed.
  • Medical, dental, and vision coverage.
  • FSA/HSA options.
  • 401(k) retirement plan.
  • Flexible PTO.
  • Fully remote workplace.
  • Technology stipend.
  • Opportunities for advancement.

Interested in this position?

Apply directly on the company website

Apply Now

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