Implementation Manager, Essentials

Required

• 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.