Implementation Manager, Core

The role

The Core Implementation Manager owns a portfolio of roughly 40+ First Due Core implementations. This person manages projects from contract signature through go-live and handoff to Customer Success.

What you will do

• Own a full portfolio of roughly 40+ concurrent Core implementations.
• Keep Rocketlane system of record current with plans, timelines, and milestones.
• Lead customer kickoffs and set clear expectations.
• Run a progress cadence of bi-weekly check-ins on new projects and monthly on upsells.
• Tailor implementation plans to agency operational reality.
• Direct and sequence the work of Implementation Consultants, Technical Services, Integrations, Support, and Product.
• Proactively surface product gaps, process gaps, and communication silos to leadership.

Required qualifications

• Must live in the US.
• 5+ years of experience managing customer-facing SaaS implementations (or 3+ years plus a master’s degree).
• Strong public safety industry knowledge.
• Demonstrated ownership of project plans, timelines, risk management, escalation recovery, and scope discipline.
• Proven ability to drive delivery outcomes through matrixed contributors without direct reporting authority.
• Working data literacy.
• Experience with implementation project management tooling.
• Proficiency with Microsoft 365, including Teams, Outlook, SharePoint, and Excel.
• Excellent written and verbal communication.

Nice to have

• 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.

Benefits

• Medical coverage
• Dental coverage
• 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.