aurelian - Implementation Manager
Requirements
• 2-6 years of experience in implementation, technical project/account management, or similar customer-facing roles • Strong technical fluency (SaaS platforms, integrations, system behavior) • Practical working knowledge of software implementations and technical concepts • Experience working directly with customers in technical environments • Ability to translate complex workflows into working system configurations • High ownership mindset – you take responsibility for outcomes, proactively step in where needed, and contribute beyond your immediate scope • Comfortable operating in ambiguity and fast-moving environments • Serve as a trusted advisor to customers – guiding them toward best-practice solutions with empathy and sound judgment, while using thoughtful influence to drive successful onboarding and long-term outcomes • Comfortable having direct, constructive conversations to address misalignment, push back when needed, and ensure the right outcomes for both the customer and the business • Analytical mindset and strong problem-solving ability • Excellent written, verbal, and interpersonal communication skills • Exposure to public safety, operations-heavy, or workflow-driven industries • Background in early-stage and/or high-growth startups • Experience with GIS, telephony systems, or call-handling tools • This role requires up to 25% travel (2-3 days/week, 2x/month to conduct onsite training at 9-1-1 centers). • To learn more about what it's like to work at Aurelian, visit our About Us https://www.aurelian.com/about page and follow us on LinkedIn https://www.linkedin.com/company/aureliansystem to stay up to date!
Responsibilities
• Own end-to-end implementations from kickoff through go-live • Define project plans tailored to each customer’s unique needs, resources, and desired outcomes • Personally configure and deploy Aurelian’s solution and dashboards in customer environments • Translate real-world emergency response workflows into system configurations. • Resolve issues across APIs, integrations, and data flows • Work cross-functionally with engineering, product, marketing, vendors, and customers to unblock progress • Ensure milestones and deliverables are met on time and at a high standard of quality • Perform risk management and proactively implement corrective actions • Drive timelines and stakeholder communication without losing technical depth • Identify gaps in implementation processes and build scalable playbooks, documentation, and repeatable workflows to improve how we deploy • Contribute beyond individual implementations by improving team-wide processes and resources • Conduct in-person training sessions and knowledge transfer for client teams
Benefits
• As an Implementation Manager at Aurelian, you’ll own customer deployments from end to end. You take over once the contract is signed and see your customers through to fully live. • This is a hands-on, technical role. You won’t just coordinate implementations; you will personally configure and drive end-to-end software implementations, while also training users directly onsite on how to utilize the Aurelian solution to its full extent. • You’ll play a critical role in driving change management within customer organizations, helping centers adopt new workflows, navigate operational shifts, and successfully implement systems in real-world, high-stakes environments. • This is not a traditional project management role. • This role is best suited for someone who: • Enjoys digging into systems and workflows and making things work in ambiguous areas • Is comfortable owning problems and outcomes end-to-end - not just escalating them • Can move fluidly between customer conversations and technical execution • This is an individual contributor role and does not include people management.
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