Implementation Manager, Enterprise

Description

The company makes software that helps fire and EMS agencies run safer and more effective operations, and this role sits in its Professional Services department.

You will own end-to-end delivery of the company's Enterprise implementation programs, which are its largest and most complex engagements in the US.

These are multi-module, multi-phase rollouts for large fire and EMS agencies. They often include computer-aided dispatch integrations, large migrations of historical data from legacy records systems, and many stakeholder groups across command, IT, dispatch, EMS, fire prevention, training, labor, and city government.

This is a senior individual contributor role with no direct reports. You will coordinate a team of Implementation Consultants and Technical Services staff, own the program plan and customer relationship, and answer for delivery quality, timelines, and scope control across your assigned portfolio. You will run programs with formal project management methods and use AI tools to take routine work off your plate, so your time goes to judgment, domain knowledge, and executive-level presence.

Responsibilities

• Own delivery of your assigned Enterprise portfolio, from the sales handover through configuration, integrations, data migration, training, go-live, and handoff to Customer Success.
• Validate the sales handover before kickoff so scope, contract commitments, and go-live expectations are confirmed before the program begins.
• Own change control for every program.
• Build and keep program plans in Rocketlane, covering the critical path, workstream dependencies, exit criteria for each module, level-of-effort actuals, and records of risks and decisions.
• Schedule go-live dates around each agency's operational readiness.
• Rescue at-risk or stalled programs with a written route to resolution or closure.
• Send a weekly status update covering schedule health against plan, open risks with named owners and dates, and decisions needed.
• Lead engagements with large stakeholder groups, usually including the fire chief and command staff, IT and cybersecurity, the dispatch center, EMS and medical direction, the training division, the fire prevention bureau, labor representatives, and city government.
• Drive adoption among groups that use the platform differently, such as shift-based staff, represented workforces that use it for scheduling and time capture, and volunteer or combination departments.
• Use the company's AI tools to draft status updates, summarize meetings and capture action items, produce first-draft plans, and pull risks together across parallel workstreams.
• Use AI-assisted analysis to prepare programs, including assessing legacy data, drafting first-pass migration field mappings, and building agency-specific discovery question sets.
• Act on Rocketlane forecasting signals to spot schedule slippage before a milestone is missed.
• Make sure any AI-generated output that reaches an agency is accurate, and handle customer data according to the company's data handling standards.
• Deliver against contracted services scope, hours, and fees, and bring a recommended commercial position to segment leadership when overrun risk shows up.
• Draft and negotiate change orders with segment leadership, Sales, and the agency, including the effort justification and the revised schedule impact.
• Check statements of work and solicitation responses for delivery feasibility before anything is committed.
• Pass field-driven enhancement requests to segment leadership and the Product organization, with reproducible detail and the business impact.

Requirements

• 7+ years of customer-facing implementation, professional services, or program management in a SaaS environment, including running multi-workstream programs with phased rollouts across more than one customer department.
• Strong knowledge of the public safety industry, especially fire service operations and EMS, including how agencies are structured, funded, and governed.
• A record of leading large stakeholder groups that include executive sponsors, technical staff, and represented or shift-based workforces.
• Solid project management practice: baselined schedules, critical path management, risk and issue tracking, documented change control, and structured status reporting.
• Hands-on use of AI tools in a delivery or program management workflow, with the judgment to tell where output can be trusted and where a person must check it.
• Experience turning agency operational and regulatory requirements into software delivery scope.
• Excellent written and verbal communication at the executive level, including delivering bad news to senior customer stakeholders without harming the relationship.
• Experience with Rocketlane or a similar professional services delivery platform.
• Working knowledge of Microsoft 365, including Outlook, Teams, Word, and Excel.
• Ability to travel to customer sites, team events, and company offsites, up to 25%.
• Preferred: PMP or an equivalent professional project or program management certification.
• Preferred: Experience delivering programs for public sector or government customers, including procurement, security review, and compliance work.
• Preferred: Experience working within a formal program management or delivery governance function at a SaaS company.
• Preferred: Change management certification or experience with a formal change adoption method.
• Preferred: Working knowledge of Salesforce, including account data hygiene and project handoff from sales.
• Preferred: Direct hands-on experience with Rocketlane.
• Preferred: Bachelor's degree or equivalent professional experience.

Conditions

Full-time, US-based role, reporting to the Senior Director of Enterprise Professional Services.

Fully remote workplace.

Travel up to 25% for customer sites, team events, and company offsites.

If you live in a state that requires pay transparency, you can contact the company's people team for a reasonable estimate of annual base pay and any eligible incentive pay. Final pay may be higher or lower based on non-discriminatory factors such as experience, location, knowledge, skills, and abilities. The pay range is reviewed regularly.

The company is an equal opportunity employer and does not discriminate on any protected basis, and it does not tolerate discrimination or harassment of any kind.

Benefits

• Competitive pay and a comprehensive benefits package for eligible employees.
• Medical, dental, and vision coverage, plus FSA or HSA options and a 401(k).
• Flexible PTO.
• Technology stipend.
• Room to advance.
• Other benefits and perks.