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Implementation Manager, Essentials

20 hours, 20 minutes ago
United States
Full-time
Mid Level
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 a large portfolio of concurrent Essentials implementations from sales transition through Customer Success handoff.
  • Build and maintain project plans, milestones, prerequisites, go-live activities, and post-go-live tasks in Rocketlane.
  • Prioritize projects, monitor progress, and lead documented escalation and recovery for at-risk engagements.
  • Validate contracted scope, modules, and customer expectations before kickoff.
  • Configure most purchased First Due modules and translate agency requirements into working solutions.
  • Coordinate specialist consultants for advanced modules and integrate their work into project plans.
  • Guide customers through configuration, self-service enablement, adoption, and live training.
  • Coordinate CAD and dispatch integrations, including discovery, dependencies, budget, and data quality.
  • Use AI tools for status drafting, meeting summaries, action tracking, discovery, and configuration preparation while validating outputs.
  • Maintain accurate project, assignment, go-live, escalation, and value-realization records.

Requirements

  • 4+ years of customer-facing SaaS implementation, professional services, or configuration experience.
  • Direct hands-on product configuration experience, not solely program oversight.
  • Ability to manage a high volume of concurrent projects without losing momentum.
  • Strong knowledge of fire service and EMS operations, including volunteer and combination agencies.
  • Project management experience with scheduling, milestones, risk tracking, status reporting, and escalation.
  • Demonstrated ability to drive customer adoption and usage after configuration.
  • Ability to configure software across a broad functional footprint and learn new modules quickly.
  • Experience using AI tools in delivery workflows with appropriate human validation.
  • Excellent written and verbal communication, including handling difficult customer conversations.
  • Experience with Rocketlane or a comparable professional services platform; Microsoft 365 proficiency.
  • Ability to travel up to 10%. Preferred: public safety delivery, Salesforce, CAD or dispatch integrations, direct Rocketlane experience, and a bachelor's degree or equivalent experience.
  • Must be authorized to work for any US employer; employment sponsorship is unavailable and a background check is required.

Benefits

  • $85,000 salary.
  • Fully remote US-based workplace; PST or MST strongly preferred.
  • Medical, dental, and vision insurance.
  • FSA/HSA and 401(k).
  • Flexible paid time off.
  • Technology stipend.
  • Advancement opportunities and additional employee benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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