Implementation Manager, Core

Description

The company builds software for fire and EMS agencies to help them run safer and more effective operations.

The Implementation Manager, Core owns a portfolio of roughly 40+ Core implementations, usually multi-module projects that are standard to moderately complex.

Projects often involve CAD integration and migration of historical data, and you will coordinate several internal specialists toward one go-live date.

You own the customer relationship and each project from contract signature through go-live and handoff to Customer Success, including planned duration, scope, risk, communication, and time to value.

You make delivery decisions on your own within the signed SOW and bring in leadership only for commercial or relationship exceptions.

Delivery is paired: you own the project, the assigned Implementation Consultant owns module configuration, and Technical Services owns integration and data migration.

Responsibilities

• Manage the full set of roughly 40+ concurrent Core implementations from signature to go-live and handoff, keeping planned duration under the team goal.
• Keep Rocketlane, the system of record, current at all times, including plans, timelines, milestones, task status, owners, and dates, so anyone can open a project and see its status. Finish documentation and exit gates on schedule rather than after the fact.
• Run customer kickoffs with clear direction: set expectations, correct unrealistic assumptions on the spot, and end with agreed actions, owners, and dates. Shape the agenda around each agency's politics and readiness as learned in Discovery.
• Hold progress check-ins at least bi-weekly on new acquisition projects and monthly on upsells, focused on finding and clearing real blockers.
• Shape each plan around the agency's operations, including shift patterns, governance and approval cycles, budget calendars, and go-live blackout windows. Decide on multi-module sequencing, phasing, and dependencies across the platform.
• Direct and sequence work from Implementation Consultants, Technical Services, Integrations, Support, and Product, though you have no direct authority over them, and secure their commitment to dates. The assigned Implementation Consultant owns module configuration.
• Raise product gaps, process gaps, team silos, and method friction with leadership early, backed by specifics and a suggested fix, and help lead internal improvement work.

Requirements

• The role is remote, but the hire must live in the US.
• 5+ years managing customer-facing SaaS implementations, or 3+ years plus a master's degree, including several concurrent projects.
• Solid knowledge of public safety, including how fire, EMS, and law enforcement agencies work and make decisions.
• A track record of owning project plans, timelines, risk, escalation recovery, and scope control, including change orders, with several internal contributors.
• Proven results through matrixed teams where you lack direct reporting authority.
• Comfort reading record counts, catching bad mappings, and judging integration and migration risk.
• Hands-on experience with implementation project management tools.
• Working proficiency in Microsoft 365, including Teams, Outlook, SharePoint, and Excel.
• Clear written and spoken communication: short, actionable follow-ups, status reports an executive can act on, and early delivery of bad news with a recommended path.
• Preferred qualifications:
• Experience meeting billable utilization targets in a professional services organization.
• PMP, CAPM, or an equivalent project management credential.
• Experience with fire, EMS, or law enforcement records management, CAD systems, or emergency services software.
• Working knowledge of Salesforce.
• Experience in a fast-growing SaaS company with changing methods and tools.

Conditions

Location: United States. Department: Professional Services. Reports to the Director, Professional Services. Full-time.

Physical demands and work environment details apply to US-based roles.

Residents of states with wage transparency laws can ask the company for a reasonable estimate of annual base pay and any eligible incentive pay. Final offers may be higher or lower based on non-discriminatory factors such as experience, location, and skills, and the range is reviewed regularly.

The company is an equal opportunity employer and does not discriminate on any protected basis; harassment of any kind is not tolerated.

Benefits

• Competitive pay, medical, dental, and vision coverage, FSA and HSA options, and a 401(k).
• Flexible PTO, a fully remote workplace, a technology stipend, and room to advance.