Implementation Manager

Implementation ManagerWe are seeking a highly organized, client-focused professional to lead the onboarding and implementation of new municipal clients using our public safety software platform. This role serves as the primary point of contact from post-sale through go-live, ensuring a seamless transition for police departments adopting our extra-duty management solution.The ideal candidate is comfortable working with law enforcement personnel, managing sensitive information, and translating operational requirements into configured software workflows.Key ResponsibilitiesClient Onboarding & Relationship ManagementServe as the primary point of contact for new municipal clients immediately following contract executionLead kickoff meetings and establish onboarding timelines, expectations, and deliverablesBuild trusted relationships with police department stakeholders and administrative personnelCommunicate professionally and confidentially with law enforcement staffRequirements Gathering & System ConfigurationGather detailed operational, policy, and business requirements from client stakeholdersTranslate department rules, fairness policies, and procedures into system configurationsBuild and configure client environments, including:Work order intake processesOfficer eligibility and assignment rulesVendor and business partner recordsBilling and invoicing structuresEnsure accuracy and completeness of all data entered in the systemTechnical ImplementationApply technical knowledge to configure and validate workflows within an enterprise SaaS platformCollaborate with internal product and engineering teams when custom solutions or escalations are neededTroubleshoot configuration issues and ensure system readinessTraining, Testing & Go-LiveDevelop and deliver training sessions for police personnel, administrators, and external vendorsCoordinate and execute user acceptance testing (UAT) with client stakeholdersValidate that all workflows—from job request through billing and collection—function correctlyEnsure all onboarding tasks, documentation, and configurations are 100% complete prior to go-liveProcess Oversight & Quality AssuranceMaintain detailed project plans and onboarding checklistsTrack progress and proactively identify risks or delaysEnsure compliance with internal standards and client-specific requirementsSupport continuous improvement of onboarding processes and best practicesProduct ContextOur platform manages police department extra-duty programs end-to-end, including:Intake of work order requests from third-party vendorsJob creation and configuration within the systemOfficer sign-up and assignment using fairness and compliance rulesTime tracking and job completion workflowsBilling, invoicing, and collection from external vendorsQualificationsRequired:3+ years of experience in client onboarding, implementation, project management, or similar roleStrong communication skills with the ability to interact with law enforcement and government stakeholdersAbility to handle sensitive and confidential information with professionalismExperience translating business requirements into system configurations or workflowsHigh attention to detail and strong organizational skillsPreferred:Experience working with municipal, public safety, or law enforcement agenciesFamiliarity with SaaS platforms or enterprise software implementationsTechnical aptitude (e.g., configuration, data management, or system setup)Experience delivering training and leading user testing