Implementation Manager, Core

First Due

. Own a portfolio of roughly 40+ concurrent First Due Core implementations from contract signature through go-live and handoff to Customer Success .

Posted 10/6/2026full-timeRemote • United StatesMid-LevelSenior💰 $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer-facing SaaS implementations with a focus on project planning, risk management, and stakeholder communication. Proficient in utilizing project management tools and Microsoft 365 to drive successful delivery outcomes in the public safety sector.

Highest-signal resume keywords

SaaS Implementation ManagementProject Planning and Risk ManagementPublic Safety Industry KnowledgeMicrosoft 365 ProficiencyPMP or CAPM Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementRisk ManagementData LiteracyChange Order ManagementImplementation Planning

Soft Skills

Excellent CommunicationStakeholder ManagementProblem-Solving

Tools & Technologies

RocketlaneMicrosoft TeamsMicrosoft OutlookMicrosoft SharePointMicrosoft Excel

Certifications & Qualifications

PMPCAPM

Industry Keywords

Public SafetyFire OperationsEMS OperationsLaw EnforcementRecords Management

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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