Implementation Manager, Essentials

The posting, as First Due wrote it

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, Essentials

Location : Remote - US Only (PST or MST Strongly Preferred)
Country : United States
Department : Professional Services
Reports To : Director, Professional Services
Position Type : Full-Time
Salary : $85,000

Job Summary

The Implementation Manager, Essentials owns end-to-end delivery of First Due implementations for the Essentials segment, the highest-volume portfolio in the US customer base. These are fire and EMS agencies, many of them volunteer and combination departments, that purchase broad module suites and run on lean internal staff.

The role carries a stacked mandate. On every engagement, the Implementation Manager runs full project management and personally performs hands-on configuration across the majority of the First Due platform, while carrying a large book of concurrent implementations at any given time. In Essentials, the Implementation Manager is both the project owner and the configuration resource for most modules in scope. The Implementation Manager is accountable for driving each engagement to a point where the agency is actively using what it bought and is set up for a clean transition to Customer Success.

Key Responsibilities

Portfolio and project delivery

• 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.

Hands-on configuration

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.

Enablement and customer tiering

• 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 a

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), flexible PTO, a fully remote workplace, a technology stipend, opportunities for advancement, and other benefits and perks that sets our team apart. Visit www.firstdue.com to learn more.

If you are a resident of a state requiring wage transparency, please reach out to people@firstdue.com for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis.

First Due is an equal opportunity employer. We do not discriminate in any aspect of employment on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status or class. We are committed to promoting an environment of respect, acceptance, diversity and inclusivity, and equal opportunity. Discrimination and harassment of any type in any form will not be tolerated.

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