Implementation Manager, Essentials

Description

The company provides fire and EMS agencies with end-to-end software to help them run safer and more effective operations.

This role sits in Professional Services and reports to the Director, Professional Services.

The Implementation Manager, Essentials leads delivery for the Essentials segment, the highest-volume group in the US customer base. These are fire and EMS agencies, many volunteer or combination departments, that buy broad module suites and have small internal staff.

You will act as both project owner and main configuration resource for most modules in scope, across many concurrent engagements. Each engagement is complete only when the agency actively uses what it bought and is ready to move to Customer Success.

Responsibilities

• Own a large number of concurrent Essentials implementations, from sales handoff through configuration and go-live to Customer Success.
• Set up and keep each project in Rocketlane against the standard Essentials milestones, including prerequisites, go-live, and post-go-live completion windows.
• Set priorities and order work across the portfolio so anchor modules go live first and no engagement stalls unnoticed.
• Lead structured escalation and recovery for at-risk or unresponsive engagements, logging every contact and call attempt, and bring in the Director and cross-functional partners on the set cadence.
• Confirm contracted scope, module list, and expectations with the sales transition before kickoff.
• Personally configure most purchased modules for each agency, including personnel and agency setup.
• Turn agency operational and regulatory needs into working configuration, and check each module works as the agency needs before go-live.
• Assign the defined advanced modules to specialist Implementation Consultants and fit their work into the overall plan.
• Run live, guided configuration where a module needs it, and drive self-service enablement through the learning platform and webinars for modules the agency configures itself, covering enablement at the standard checkpoint.
• Guide lean, often volunteer, agency staff through adoption, adapting to shift-based and combination staffing.
• Lead CAD and dispatch integration work, which is central to the agency's core modules. Cover dispatch capability, budget, and data quality, and manage the dependencies on the agency and its dispatch center.
• Hand off cleanly to Customer Success with documented open items, launch risks, and any module live without adoption.
• Use the company's AI tools to cut routine work such as status drafts, meeting summaries, action items, and first-pass configuration and discovery prep, so most of your time goes to judgment and agency contact.
• Check the accuracy of any AI-assisted output sent to an agency, and handle customer data under the company's data handling standards.
• Keep Rocketlane project records current, including milestone status, escalation logs, and the data behind delivery reporting.
• Keep assignment, go-live, and value-realization records clean so delivery performance and time-to-value can be measured across the portfolio.

Requirements

• Four or more years of customer-facing implementation, professional services, or configuration work in SaaS, with hands-on ownership of product configuration, not only program oversight.
• Track record of carrying many concurrent projects and keeping each one moving.
• Solid knowledge of the public safety industry, especially fire and EMS operations, including how volunteer and combination agencies are organized, funded, and staffed.
• Project management skills, including scheduling, tracking milestones and risks, structured status reporting, and documented escalation.
• Proven record of driving customer adoption and usage, not just delivering configuration and closing.
• Ability to configure software directly across a wide range of functions and pick up new modules quickly.
• Hands-on use of AI tools in a delivery workflow, with judgment about where output can be trusted and where a person must check it.
• Strong written and verbal communication, including delivering unwelcome news to agency stakeholders while keeping the relationship intact.
• Experience with Rocketlane or a similar professional services delivery platform.
• Working knowledge of Microsoft 365 (Outlook, Teams, Word, and Excel).
• Preferred qualification: direct experience delivering to fire, EMS, or other public safety agencies.
• Preferred qualification: experience in a high-volume delivery model handling many smaller projects rather than a few large programs.
• Preferred qualification: working knowledge of Salesforce, including account data quality and project handoff from sales.
• Preferred qualification: direct hands-on use of Rocketlane.
• Preferred qualification: experience with third-party integrations, including CAD or dispatch data.
• Preferred qualification: bachelor's degree or equivalent professional experience.

Conditions

Location: United States, fully remote.

Department: Professional Services. Full-time position reporting to the Director, Professional Services.

Travel to customer sites, team events, and company offsites may be required, up to 10 percent of the time.

If you live in a state that requires pay transparency, you can ask for an 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, and skills, and the range is reviewed regularly.

The company is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected status.

Benefits

• Competitive pay, medical, dental, and vision coverage, FSA and HSA options, and a 401(k).
• Flexible PTO and a technology stipend.
• Opportunities for advancement, plus other benefits and perks.