Implementation Manager, Enterprise
$100,000–$100,000 year
RemoteUnited States
Job Summary
Own end-to-end delivery of Enterprise implementation programs from sales transition through configuration, integration, data migration, training, go-live, and Customer Success transition. Build and maintain program plans in Rocketlane, sequence go-live events around operational readiness, and recover at-risk programs with documented resolution paths. Lead multi-department stakeholder engagements including fire chiefs, IT, dispatch centers, and municipal government while applying AI tooling to remove routine work and enhance forecasting accuracy. Draft and negotiate change orders, surface field-driven enhancement requests to Product leadership, and deliver against contracted scope and fees. This senior individual contributor role requires no direct reports and focuses on judgment, domain expertise, and executive presence across complex public safety deployments.
Required Qualifications
- Seven or more years of customer-facing implementation, professional services, or program management experience in a SaaS environment
- Ownership of multi-workstream programs with phased deployment across more than one department on the customer side
- Strong public safety industry knowledge, with emphasis on fire service operations and EMS
- Proven ability to lead large, multi-department stakeholder groups, including executive sponsors, technical staff, and represented or shift-based workforces
- Formal project management discipline, including baselined scheduling, critical path management, risk and issue tracking, documented change control, and structured status reporting
- Demonstrated use of AI tooling within a delivery or program management workflow
- Judgment to know where AI output is reliable and where human validation is required
- Experience translating agency operational and regulatory requirements into software delivery scope
- Excellent executive-level written and verbal communication
- Ability to deliver unwelcome information to senior customer stakeholders without damaging the relationship
- Experience with Rocketlane or a comparable professional services delivery platform
- Working knowledge of Microsoft products, including Microsoft 365 (Outlook, Teams, Word, and Excel)
- Ability to travel to customer sites, team events, and company offsites, up to 25 percent
- Authorization to work for any US employer in the United States
- Successful passing of a criminal background check
Desired Qualifications
- PMP, or equivalent professional project or program management certification
- Experience delivering programs to public sector or government customers, including procurement, security review, and compliance processes
- Experience delivering within a formal program management or delivery governance function at a SaaS organization
- Change management certification or formal change adoption methodology experience
- Working knowledge of Salesforce, including account data hygiene and project handoff from sales
- Direct hands-on experience with Rocketlane
- Bachelor's degree or equivalent professional experience
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