Implementation Manager, Essentials

First Due

. Own end-to-end delivery of a large book of concurrent Essentials implementations from sales transition through configuration, go-live, and Customer Success transition .

Posted 9/18/2026full-timeRemote • United StatesMid-LevelSenior💰 $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in end-to-end implementation and configuration of SaaS solutions, with a strong focus on customer success and project management. Proficient in utilizing AI tooling for workflow enhancement and maintaining project accuracy within Rocketlane.

Highest-signal resume keywords

SaaS Implementation ExperienceProject Management DisciplinePublic Safety Industry KnowledgeRocketlane ProficiencyAI Tooling Utilization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product ConfigurationProject SchedulingMilestone TrackingRisk TrackingSoftware ConfigurationCustomer Adoption StrategiesData ValidationOperational Requirement AnalysisConcurrent Project ManagementDocumentation Management

Soft Skills

Excellent CommunicationCoaching and Mentoring

Tools & Technologies

RocketlaneFirst Due AI ToolingMicrosoft 365

Industry Keywords

Public SafetyFire ServiceEMS OperationsCustomer Success TransitionImplementation Consultant Coordination

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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