Implementation Manager, Enterprise

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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 delivery of an assigned portfolio of Enterprise programs from sales transition through configuration, integration, data migration, training, go-live, and Customer Success transition • Build and maintain program plans in Rocketlane, including critical path, workstream dependencies, module-level exit criteria, level-of-effort actuals, and risk and decision records • Sequence go-live events around agency operational readiness and recover at-risk or stalled programs • Publish weekly program status covering schedule health, risks, owners, dates, and required decisions • Own change control and validate sales transition before kickoff • Lead engagements with large, multi-department stakeholder groups, including fire and EMS leadership, IT, cybersecurity, dispatch, EMS, training, labor representation, and municipal government • Lead change adoption for shift-based, represented, volunteer, and combination workforces • Use First Due AI tooling for status drafting, meeting summarization, action-item capture, plan generation, risk synthesis, data assessment, migration field mapping, and discovery preparation • Validate AI-assisted outputs and handle customer data according to First Due standards • Deliver contracted services scope, hours, and fees; identify and address overrun risk • Draft and negotiate change orders with leadership, Sales, and agencies • Review statements of work and solicitation responses for delivery feasibility • Surface field-driven enhancement requests to leadership and Product

🎯 Requirements

• Seven or more years of customer-facing implementation, professional services, or program management experience in a SaaS environment • Ownership of multi-workstream programs with phased deployment across multiple customer departments • Strong public safety industry knowledge, especially fire service operations and EMS • Ability to lead large, multi-department stakeholder groups, including executives, technical staff, and represented or shift-based workforces • Formal project management discipline, including baselined scheduling, critical path management, risk and issue tracking, documented change control, and structured status reporting • Demonstrated use of AI tooling in a delivery or program management workflow, with human validation judgment • Experience translating agency operational and regulatory requirements into software delivery scope • Excellent executive-level 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 25% • Must be authorized to work for any US employer in the United States • Must successfully pass a criminal background check • Preferred: PMP or equivalent professional project/program management certification • Preferred: public sector or government customer delivery experience • Preferred: formal program management or delivery governance experience at a SaaS organization • Preferred: change management certification or formal change adoption methodology experience • Preferred: Salesforce knowledge • Preferred: direct hands-on Rocketlane experience • Preferred: Bachelor's degree or equivalent professional experience

🏖️ Benefits

• Medical, dental, and vision coverage • FSA/HSA • 401(k) • Flexible PTO • Fully remote workplace • Technology stipend • Opportunities for advancement • Competitive pay • Other benefits and perks • Reasonable accommodation during employment and the interview process