Implementation Manager

About First Due

First Due’s mission is to prevent first responder injury or death by providing fire and EMS agencies with transformative, end-to-end software solutions that empower them to run safer, smarter, and more effective operations.

Job Title: Implementation Manager, Core

Location: Remote - US Only
Country: United States
Department: Professional Services
Reports To: Director, Professional Services
Position Type: Full-Time
Salary: $100,000

Job Summary:

The Core Implementation Manager (Core IM) is the sole owner of a portfolio of roughly 40+ First Due Core implementations, typically multi-module engagements. These standard and moderately complex projects carry real configuration complexity and frequently include CAD integration and historical data migration, requiring disciplined project management, strong customer command, and the ability to direct several internal specialists toward a single go-live date. 

The Core IM owns the customer relationship and every project in the portfolio from contract signature through go-live and handoff to Customer Success, and is accountable for planned duration, scope, risk, customer communication, and time to value. This is a fully autonomous role: you are self-directed on all delivery decisions inside the signed SOW and involve leadership only on commercial and relationship exceptions. Core delivery runs on a paired model: the Implementation Manager owns the project, the assigned Implementation Consultant owns module configuration and functional product depth, and Technical Services owns integration and data migration execution. 

Key Responsibilities:

• Own a full portfolio of roughly 40+ concurrent Core implementations from contract signature through go-live and handoff to Customer Success, consistently holding planned duration below team goal.
• Keep Rocketlane, the system of record, current always (plans, timelines, milestones, task status, owners, and dates) so any colleague can open a project and know exactly where it stands. Complete documentation and exit gates on time, not retroactively.
• Lead customer kickoffs with command: set clear expectations, correct unrealistic assumptions in the room, and close with an agreed action list, owners, and dates. Adapt the agenda to each agency’s politics and readiness based on Discovery.
• Run a progress cadence of at least bi-weekly check-ins on new acquisition projects and monthly on upsells, using each one to find and remove the real blocker rather than read status.