First Due

Implementation Specialist

• 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

Implementation Manager, Essentials