Implementation Manager

🕒 May 21

🏄 California, New York, +2 more states – Remote

🏄 California – Remote 🗽 New York – Remote 🌲 Oregon – Remote ☕ Washington – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🛠️ Implementation Specialist

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Multitude Insights

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

☁️ SaaS

🏛️ Government

🤖 Artificial Intelligence

💰 Seed on 2024-06

SaaS • Government • Artificial Intelligence

Multitude Insights is a SaaS company that builds secure, CJIS-compliant collaboration software for law enforcement and public safety agencies. Their flagship product, BLTN, replaces static bulletins and email threads with a searchable, AI-enhanced platform that lets officers, detectives, and analysts create, share, and link intelligence across jurisdictions in real time. The platform integrates with existing CAD/RMS systems, emphasizes audited security and data controls (SOC 2 Type II, CJIS, TX-RAMP), and is designed to accelerate investigations and interagency information sharing.

📋 Description

• Lead End-to-End Implementations • Own the onboarding and implementation process from kickoff through go-live and stabilization. • Manage project timelines, milestones, stakeholder communication, and execution across internal and external teams. • Coordinate and drive implementation workstreams while also handling portions of the work directly. • Configure customer environments using internal tools and workflows developed by Engineering. • Ensure implementations stay on track, within scope, and deliver a strong customer experience. • Drive Customer Adoption & Change Management • Conduct current state workflow assessments and technical scoping conversations to understand how agencies operate and where BLTN fits. • Document current state workflows and develop future state workflow maps that define how agencies will use BLTN in practice. • Guide customers through change management and adoption challenges. • Collaborate with Customer Success Managers to deliver onboarding sessions, training, and enablement for end users and administrators, with shared accountability for equipping agencies to use BLTN independently • Act as a trusted partner to agency leadership, operators, and IT stakeholders throughout implementation. • Build the Implementation Function • Create scalable implementation playbooks, templates, processes, and best practices. • Capture lessons learned and continuously improve how Multitude deploys customers. • Help define the systems and operational infrastructure needed to scale implementations over time. • Track implementation outcomes and identify ways to improve onboarding speed, adoption, and customer satisfaction. • Collaborate Cross-Functionally • Partner closely with Product, Engineering, and Customer Success to ensure successful customer launches. • Translate customer needs and implementation feedback into actionable internal requests. • Identify implementation risks early and help drive resolution across teams. • Provide frontline customer insight that informs product and operational improvements.

🎯 Requirements

• 6+ years of experience in implementation, onboarding, customer operations, project management, or customer success within SaaS, gov-tech, or a similar environment. • Experience managing complex customer implementations with multiple stakeholders. • Demonstrated ability to manage multiple concurrent implementations or projects simultaneously without sacrificing quality or customer experience • Strong project management and organizational skills, with the ability to drive execution independently. • Comfortable being hands-on — not just tracking work, but actively contributing to implementation and configuration tasks. • Experience leading customer onboarding, training, or change management initiatives. • Excellent communication skills and ability to build trust with customers. • Builder mindset with comfort operating in ambiguity and creating structure from scratch. • Ability to balance speed, organization, and customer experience in a fast-moving environment. • Experience in gov-tech, public sector technology, or law enforcement-adjacent environments is highly preferred. • Experience working in startup or early-stage environments is a plus. • Comfortable working in a fully remote environment.

🏖️ Benefits

• Flexible working arrangements