Implementation Manager

Why Join Us As an Implementation Manager at Aurelian, you’ll own customer deployments from end to end. You take over once the contract is signed and see your customers through to fully live. This is a hands‑on, technical role. You won’t just coordinate implementations; you will personally configure and drive end‑to‑end software implementations, while also training users directly onsite on how to utilize the Aurelian solution to its full extent. You’ll play a critical role in driving change management within customer organizations, helping centers adopt new workflows, navigate operational shifts, and successfully implement systems in real‑world, high‑stakes environments. This is not a traditional project management role. This role is best suited for someone who: Enjoys digging into systems and workflows and making things work in ambiguous areas Is comfortable owning problems and outcomes end‑to‑end—not just escalating them Can move fluidly between customer conversations and technical execution This is an individual contributor role and does not include people management. 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 This role requires up to 25% travel (2‑3 days/week, 2x/month to conduct onsite training at 9‑1‑1 centers). Benefits Comprehensive Medical, Dental, Vision & Life insurance 401(k) Unlimited PTO Company‑wide offsites Equipment stipend Relocation assistance Daily delivered lunches (on us) Office in Seattle Start‑up Equity #J-18808-Ljbffr Aurelian