Implementation Manager

What You’ll Be Doing

• Own end-to-end implementations from kickoff through go-live
• Define project plans tailored to each customer’s unique needs, resources, and desired outcomes
• Personally configure and deploy Aurelian’s solution and dashboards in customer environments
• Translate real-world emergency response workflows into system configurations
• Resolve issues across APIs, integrations, and data flows
• Work cross-functionally with engineering, product, marketing, vendors, and customers to unblock progress
• Ensure milestones and deliverables are met on time and at a high standard of quality
• Perform risk management and proactively implement corrective actions
• Drive timelines and stakeholder communication without losing technical depth
• Identify gaps in implementation processes and build scalable playbooks, documentation, and repeatable workflows to improve how we deploy
• Contribute beyond individual implementations by improving team-wide processes and resources
• Conduct in-person training sessions and knowledge transfer for client teams

Who We’re Looking For

• 2-6 years of experience in implementation, technical project/account management, or similar customer-facing roles
• Strong technical fluency (SaaS platforms, integrations, system behavior)
• Practical working knowledge of software implementations and technical concepts
• Experience working directly with customers in technical environments
• Ability to translate complex workflows into working system configurations
• High ownership mindset – you take responsibility for outcomes, proactively step in where needed, and contribute beyond your immediate scope
• Comfortable operating in ambiguity and fast-moving environments
• Serve as a trusted advisor to customers – guiding them toward best-practice solutions with empathy and sound judgment, while using thoughtful influence to drive successful onboarding and long-term outcomes
• Comfortable having direct, constructive conversations to address misalignment, push back when needed, and ensure the right outcomes for both the customer and the business
• Analytical mindset and strong problem-solving ability
• Excellent written, verbal, and interpersonal communication skills

Nice to Haves

• Exposure to public safety, operations-heavy, or workflow-driven industries
• Background in early-stage and/or high-growth startups
• Experience with GIS, telephony systems, or call-handling tools