First Due - Implementation Manager, Core
Requirements
• This is a remote role, but the person hired must live in the US. • 5+ years of experience managing customer-facing SaaS implementations (or 3+ years plus a master’s degree), including a portfolio of multiple concurrent projects. • Strong public safety industry knowledge, including how fire, EMS, or law enforcement agencies operate and how decisions are made inside them. • Demonstrated ownership of project plans, timelines, risk management, escalation recovery, and scope discipline, including change orders, on projects with multiple internal contributors. • Proven ability to drive delivery outcomes through matrixed contributors without direct reporting authority. • Working data literacy: comfortable reading record counts, spotting bad mappings, and assessing integration and migration risk. • Experience with implementation project management tooling. • Proficiency with Microsoft 365, including Teams, Outlook, SharePoint, and Excel. • Excellent written and verbal communication, including concise, actionable follow-ups, status reporting an executive stakeholder can act on, and delivering bad news early with a recommended path. • Experience working to billable utilization targets in a professional services organization. • PMP, CAPM, or equivalent project management credential. • Experience with fire, EMS, or law enforcement records management, CAD systems, or emergency services software. • Working knowledge of Salesforce. • Experience in a high-growth SaaS environment with evolving methodology and tooling.
Responsibilities
• Own a full portfolio of roughly 40+ concurrent Core implementations from contract signature through go-live and handoff to Customer Success, consistently holding planned duration below team goal. • Keep Rocketlane, the system of record, current always (plans, timelines, milestones, task status, owners, and dates) so any colleague can open a project and know exactly where it stands. Complete documentation and exit gates on time, not retroactively. • Lead customer kickoffs with command: set clear expectations, correct unrealistic assumptions in the room, and close with an agreed action list, owners, and dates. Adapt the agenda to each agency’s politics and readiness based on Discovery. • Run a progress cadence of at least bi-weekly check-ins on new acquisition projects and monthly on upsells, using each one to find and remove the real blocker rather than read status. • Tailor each plan to the agency’s operational reality, including shift patterns, governance and approval cycles, budget calendars, and go-live blackout windows. Own multi-module sequencing, phasing, and dependency decisions across the platform. • Direct and sequence the work of Implementation Consultants, Technical Services, Integrations, Support, and Product without direct authority, securing commitment on dates. Module configuration is owned by the assigned Implementation Consultant. • Proactively surface product gaps, process gaps, communication silos, and methodology friction to leadership with supporting specifics and a proposed fix, and help own internal improvement efforts.
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