Implementation Manager, Essentials

The role

The Implementation Manager owns end-to-end delivery of First Due implementations for the Essentials segment. This role involves full project management and hands-on configuration of the platform for fire and EMS agencies.

What you will do

• Own delivery of a large book of concurrent Essentials implementations.
• Build and maintain projects in Rocketlane against standard milestone structures.
• Manage prioritization and sequencing across the full portfolio.
• Run structured escalation and recovery on at-risk or unresponsive engagements.
• Validate sales transition ahead of kickoff.
• Personally configure the majority of purchased modules for each agency.
• Convert agency operational and regulatory requirements into working configuration.
• Route advanced modules to specialist Implementation Consultants.
• Deliver guided, live configuration and drive self-service enablement.
• Coordinate CAD and dispatch integration work.

Required qualifications

• Four or more years of customer-facing implementation, professional services, or configuration experience in a SaaS environment.
• Direct hands-on ownership of product configuration.
• Ability to carry a high volume of concurrent projects.
• Strong public safety industry knowledge, with emphasis on fire service and EMS operations.
• Project management discipline.
• Ability to drive customer adoption and usage.
• Comfort configuring software directly across a broad functional footprint.
• Demonstrated use of AI tooling within a delivery workflow.
• Excellent written and verbal communication.
• Experience with Rocketlane or a comparable professional services delivery platform.
• Working knowledge of Microsoft 365 (Outlook, Teams, Word, and Excel).
• Ability to travel to customer sites, team events, and company offsites, up to 10 percent.

Nice to have

• Direct experience delivering to fire, EMS, or other public safety agencies.
• Experience in a high-volume, high-concurrency delivery model.
• Working knowledge of Salesforce.
• Direct hands-on experience with Rocketlane.
• Experience with third-party integration work, including CAD or dispatch data.
• Bachelor's degree or equivalent professional experience.

Benefits

• Competitive pay
• Medical, dental, and vision coverage
• FSA/HSA
• 401(k)
• Flexible PTO
• Fully remote workplace
• Technology stipend
• Opportunities for advancement

Before you apply

• Must be authorized to work for any US employer in the United States.
• Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas.
• Hiring is contingent upon candidates successfully passing a criminal background check.
• Locality Media participates in E-Verify.

About the company

First Due provides fire and EMS agencies with transformative, end-to-end software solutions to prevent first responder injury or death.