SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 100,000 - 0 / annual
First Due is a SaaS platform that helps fire and EMS agencies run safer, smarter operations through transformative software solutions.
The Implementation Manager, Core owns a portfolio of approximately 40+ concurrent First Due Core implementations from contract signature through go-live and handoff to Customer Success. These are standard to moderately complex, multi-module engagements that frequently include CAD integration and historical data migration.
You will be the sole owner of the customer relationship and every project in your portfolio, accountable for planned duration, scope, risk, customer communication, and time to value. This is a fully autonomous role: you make all delivery decisions within the signed SOW and involve leadership only on commercial and relationship exceptions.
Key responsibilities include:
- Own the full lifecycle of 40+ concurrent implementations, consistently holding planned duration below team goals
- Keep Rocketlane (the system of record) current always with plans, timelines, milestones, task status, owners, and dates; complete documentation and exit gates on time
- Lead customer kickoffs with command: set clear expectations, correct unrealistic assumptions, and close with agreed action lists, owners, and dates
- Run bi-weekly check-ins on new acquisition projects and monthly on upsells to find and remove real blockers
- Tailor each plan to the agency's operational reality, including shift patterns, governance cycles, budget calendars, and go-live blackout windows; own multi-module sequencing and dependency decisions
- Direct and sequence work of Implementation Consultants, Technical Services, Integrations, Support, and Product without direct authority, securing commitment on dates
- Proactively surface product gaps, process gaps, communication silos, and methodology friction to leadership with supporting specifics and proposed fixes
Core delivery runs on a paired model: you own the project, the assigned Implementation Consultant owns module configuration and functional product depth, and Technical Services owns integration and data migration execution.
REQUIREMENTS:
- 5+ years of experience managing customer-facing SaaS implementations (or 3+ years plus a master's degree), including a portfolio of multiple concurrent projects
- Strong public safety industry knowledge, including how fire, EMS, or law enforcement agencies operate and how decisions are made inside them
- Demonstrated ownership of project plans, timelines, risk management, escalation recovery, and scope discipline, including change orders, on projects with multiple internal contributors
- Proven ability to drive delivery outcomes through matrixed contributors without direct reporting authority
- Working data literacy: comfortable reading record counts, spotting bad mappings, and assessing integration and migration risk
- Experience in a high-growth SaaS environment with evolving methodology and tooling
- Must be authorized to work for any US employer; Locality Media LLC is unable to sponsor or transition sponsorship of employment visas at this time
- Must be a US resident
