SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 85,000 - 0 / annual
First Due is a SaaS platform that provides fire and EMS agencies with end-to-end software solutions to improve operational safety and effectiveness. The Implementation Manager, Essentials role owns the full delivery lifecycle for First Due implementations within the Essentials segment, which represents the highest-volume customer portfolio in the US—primarily volunteer and combination fire/EMS departments operating with lean internal staff.
This is a hybrid project management and hands-on configuration role. The Implementation Manager carries a large concurrent portfolio of implementations and is accountable for driving each engagement from sales transition through configuration, go-live, and handoff to Customer Success. The role combines full project ownership with direct hands-on configuration across the majority of the First Due platform.
Key responsibilities include:
**Portfolio and Project Delivery**: Own delivery of a large book of concurrent Essentials implementations. Build and maintain every project in Rocketlane against the standard Essentials milestone structure. Manage prioritization and sequencing across the full portfolio to ensure anchor modules land first and no engagement stalls. Run structured escalation and recovery on at-risk or unresponsive engagements with documented touch points. Validate the sales transition ahead of kickoff to confirm contracted scope, module list, and expectations.
**Hands-On Configuration**: Personally configure the majority of purchased modules for each agency, spanning personnel and agency setup. Convert agency operational and regulatory requirements into working configuration and validate module functionality before go-live. Route advanced modules to specialist Implementation Consultants and coordinate their work into the overall project plan.
**Enablement and Customer Tiering**: Deliver guided, live configuration for modules that require it. Drive self-service enablement through the learning platform and webinars. Coach lean, often volunteer, agency staff through adoption, adjusting to shift-based and combination staffing realities.
**Integrations and Customer Success Transition**: Coordinate CAD and dispatch integration work, including discovery of dispatch capability, budget, and data quality. Execute a clean, documented transition to Customer Success, including open items, launch risk, and any module that reached go-live without adoption.
**AI-Enabled Delivery**: Use First Due's AI tooling to remove routine delivery work, including status drafting, meeting summarization, action-item capture, and first-pass configuration and discovery preparation. Own the accuracy of any AI-assisted output that reaches an agency and handle customer data within First Due's data handling standards.
**Tooling and Data Hygiene**: Maintain accurate, current project records in Rocketlane, including milestone status, escalation logs, and delivery reporting data. Keep assignment, go-live, and value-realization records clean so delivery performance and time-to-value are measurable across the portfolio.
The role is fully remote with minimal travel expectations (up to 10 percent). PST or MST time zones are strongly preferred. Reports to the Director, Professional Services.
**Requirements:**
- Four or more years of customer-facing implementation, professional services, or configuration experience in a SaaS environment, including direct hands-on ownership of product configuration (not program oversight alone)
- Proven ability to carry a high volume of concurrent projects and keep every one moving without dropping engagements
- Strong public safety industry knowledge, with emphasis on fire service and EMS operations, including how volunteer and combination agencies are organized, funded, and staffed
- Project management discipline, including scheduling, milestone and risk tracking, structured status, and documented escalation
- Demonstrated ability to drive customer adoption and usage, not just deliver configuration and close
- Comfort configuring software directly across a broad functional footprint and learning new modules quickly
- Demonstrated use of AI tooling within a delivery workflow, with the judgment to know where output is reliable and where human validation is required
- Excellent written and verbal communication, including the ability to deliver unwelcome information to agency stakeholders without damaging the relationship
- Experience with Rocketlane or a comparable professional services delivery platform
- Working knowledge of Microsoft 365 (Outlook, Teams, Word, and Excel)
- Ability to travel to customer sites, team events, and company offsites, up to 10 percent
- Must be authorized to work for any US employer in the United States; Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas at this time
**Preferred Qualifications:**
- Direct experience delivering to fire, EMS, or other public safety agencies
- Experience in a high-volume, high-concurrency delivery model rather than a small number of large programs
- Working knowledge of Salesforce, including account data hygiene and project handoff from sales
- Direct hands-on experience with Rocketlane
- Experience with third-party integration work, including CAD or dispatch data
- Bachelor's degree or equivalent professional experience
