Essentials Implementation Lead – Remote Fire & EMS SaaS

First Due; United States; Remote; USD 72,000 - 98,000; Full time

Job summary

First Due is seeking an Implementation Manager for the Essentials portfolio. This fully remote, US-only role drives end-to-end implementations, hands-on configuration across modules, and a heavy project load to ensure customers are using what they bought and smoothly transitioning to Customer Success.

You’ll manage multiple concurrent engagements, coordinate with cross-functional teams, and use AI-enabled delivery tools to streamline setup while maintaining data integrity and client

Qualifications

• 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.

Responsibilities

• Own delivery of a large book of concurrent Essentials implementations from sales transition through configuration, go-live, and Customer Success transition.
• Build and maintain every project in Rocketlane against the standard Essentials milestone structure, including prerequisites, go-live, and post-go-live completion windows.
• Manage prioritization and sequencing across the full portfolio so that anchor modules land first and no engagement stalls unnoticed.
• Run structured escalation and recovery on at-risk or unresponsive engagements, with each touch and call attempt documented, and pull in the Director and cross-functional partners on the defined cadence.
• Validate the sales transition ahead of kickoff so that contracted scope, module list, and expectations are confirmed before work starts.
• 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 that each module functions as the agency needs before go-live.
• Route the defined set of advanced modules to specialist Implementation Consultants and coordinate their work into the overall project plan.
• Deliver guided, live configuration for modules that call for it, and drive self-service enablement for modules the agency configures on its own through the learning platform and webinars, conveying enablement at the standard checkpoint.
• Coach lean, often volunteer, agency staff through adoption, adjusting to shift-based and combination staffing realities.
• Coordinate CAD and dispatch integration work, which is critical to the agency's core modules, including discovery of dispatch capability, budget, and data quality, and manage the dependency on the agency and its dispatch center.
• Execute a clean, documented transition to Customer Success, including open items, launch risk, and any module that reached go-live without adoption.
• Use First Due's AI tooling to remove routine delivery work, including status drafting, meeting summarization and action-item capture, and first-pass configuration and discovery preparation, so that judgment and agency-facing time carry the majority of the role.
• Own the accuracy of any AI-assisted output that reaches an agency, and handle customer data within First Due's data handling standards.
• Maintain accurate, current project records in Rocketlane, including milestone status, escalation logs, and the data that feeds delivery reporting.
• Keep assignment, go-live, and value-realization records clean so that delivery performance and time-to-value are measurable across the portfolio.

Skills

Customer-facing

SaaS

Project management

AI tooling

Rocketlane

Microsoft 365

Public safety knowledge

Configuration

Delivery

Education

Bachelor's degree or equivalent

Tools

Rocketlane

Salesforce

Microsoft 365

CAD/Dispatch data

Job description

First Due is seeking an Implementation Manager for the Essentials portfolio. This fully remote, US-only role drives end-to-end implementations, hands-on configuration across modules, and a heavy project load to ensure customers are using what they bought and smoothly transitioning to Customer Success.

You’ll manage multiple concurrent engagements, coordinate with cross-functional teams, and use AI-enabled delivery tools to streamline setup while maintaining data integrity and client