Implementation Manager, Essentials

Job not on LinkedIn

🔥 10 minutes ago

🇺🇸 United States – Remote

💵 $85k / 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 end-to-end delivery of a large book of concurrent Essentials implementations from sales transition through configuration, go-live, and Customer Success transition • Build and maintain projects in Rocketlane against the standard Essentials milestone structure • Prioritize and sequence the portfolio so anchor modules land first and engagements do not stall • Run structured escalation and recovery for at-risk or unresponsive engagements • Validate sales transition, contracted scope, module list, and expectations before kickoff • Personally configure the majority of purchased modules for each agency • Convert agency operational and regulatory requirements into working configuration and validate functionality before go-live • Route advanced modules to specialist Implementation Consultants and coordinate their work • Deliver guided live configuration and drive self-service enablement through the learning platform and webinars • Coach lean, volunteer, and combination agency staff through adoption • Coordinate CAD and dispatch integration work, including discovery of dispatch capability, budget, and data quality • Execute documented transition to Customer Success, including open items, launch risk, and adoption gaps • Use First Due AI tooling for status drafting, meeting summaries, action capture, and first-pass configuration and discovery preparation • Validate AI-assisted output and handle customer data according to First Due standards • Maintain accurate Rocketlane project records, escalation logs, assignments, go-live data, and value-realization records

🎯 Requirements

• 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, especially fire service and EMS operations • Project management discipline, including scheduling, milestone and risk tracking, structured status, and documented escalation • Ability to drive customer adoption and usage • Comfort configuring software across a broad functional footprint and learning new modules quickly • Demonstrated use of AI tooling within a delivery workflow, with human validation judgment • Excellent written and verbal communication • Experience with Rocketlane or a comparable professional services delivery platform • Working knowledge of Microsoft 365, including Outlook, Teams, Word, and Excel • Ability to travel up to 10 percent • Must be authorized to work for any US employer in the United States • Must successfully pass a criminal background check • Bachelor's degree or equivalent professional experience is preferred, not required • No employment visa sponsorship or sponsorship transition available

🏖️ Benefits

• Medical, dental, and vision coverage • FSA/HSA • 401(k) • Flexible PTO • Fully remote workplace • Technology stipend • Opportunities for advancement • Travel to customer sites, team events, and company offsites up to 10 percent • Reasonable accommodation during the interview process and employment • Equal opportunity, diversity, and inclusivity commitments