Implementation Manager, Core

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🛠️ Implementation Specialist

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First Due

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

☁️ SaaS

🏛️ Government

🤝 B2B

💰 $355M Private Equity Round - First Due on 2025-08

SaaS • Government • B2B

First Due is a software company that provides cloud-based pre-incident planning, mapping, and situational awareness tools for fire departments, EMS, and other emergency responders. Its platform centralizes building data, hydrant locations, risk assessments, and operational details and integrates with dispatch/CAD systems to improve incident response, resource allocation, and community risk reduction. First Due sells its platform as a subscription/service to public-safety agencies and municipal governments.

📋 Description

• Own a portfolio of roughly 40+ concurrent First Due Core implementations from contract signature through go-live and handoff to Customer Success • Maintain Rocketlane as the system of record, including plans, timelines, milestones, task status, owners, and dates • Complete project documentation and exit gates on time • Lead customer kickoffs, set expectations, correct unrealistic assumptions, and close with agreed actions, owners, and dates • Run bi-weekly progress check-ins for new acquisition projects and monthly check-ins for upsells • Tailor implementation plans to each agency’s operational reality, including shift patterns, governance, approval cycles, budget calendars, and go-live blackout windows • Own multi-module sequencing, phasing, and dependency decisions • Direct and sequence work across Implementation Consultants, Technical Services, Integrations, Support, and Product without direct authority • Surface product gaps, process gaps, communication silos, and methodology friction to leadership with specific proposed fixes • Help lead internal improvement efforts • Own customer relationships, project duration, scope, risk, customer communication, and time to value • Direct implementation delivery within signed SOWs and escalate commercial or relationship exceptions to leadership

🎯 Requirements

• Must live in the United States • 5+ years of experience managing customer-facing SaaS implementations, including multiple concurrent projects, or 3+ years plus a master’s degree • Strong public safety industry knowledge, including fire, EMS, or law enforcement agency operations and decision-making • Demonstrated ownership of project plans, timelines, risk management, escalation recovery, scope discipline, and change orders • Ability to drive delivery outcomes through matrixed contributors without direct reporting authority • Working data literacy, including reading record counts, identifying 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, concise actionable follow-ups, executive-ready status reporting, and early escalation of bad news with recommended paths • All applicants must be authorized to work for any US employer in the United States • Must pass a criminal background check • Must complete I-9 employment authorization verification • Preferred: experience with billable utilization targets in professional services • Preferred: PMP, CAPM, or equivalent project management credential • Preferred: experience with fire, EMS, or law enforcement records management, CAD systems, or emergency services software • Preferred: working knowledge of Salesforce • Preferred: experience in a high-growth SaaS environment

🏖️ Benefits

• Medical, dental, and vision coverage • FSA/HSA • 401(k) • Flexible PTO • Fully remote workplace • Technology stipend • Opportunities for advancement • Minimal travel expectations • Reasonable accommodation during employment and interview process • Equal opportunity, diversity, inclusion, and respectful workplace