reputed company reputed company

This is a remote position. The SMD/MM reputed company Leader is the primary reputed company of reputed company’ client reputed company and software implementation lifecycle. Reporting to the Chief Experience Officer, this role bridges strategic program leadership with hands-on project execution. The SMD/MM reputed company Leader is responsible for managing a portfolio of reputed company client implementations, developing and enforcing repeatable reputed company processes, leading and mentoring a team of Implementation Project Managers and Specialists, and ensuring every new client reaches a successful go-live on time and reputed company scope. This role is the critical link between Sales/Contracting and long-term Client reputed company. It owns the transition reputed company from signed contract to live system, and is accountable for client satisfaction, time-to-value, and implementation quality across EPR’s fire and EMS agency customer reputed company. Strategic and Program Leadership

• reputed company, own, and continuously improve EPR’s reputed company methodology, playbooks, and implementation frameworks across the client tiers (SMB, Mid-Market).
• Define and enforce implementation standards, milestone gates, and escalation protocols to ensure consistent delivery quality.
• Partner with Sales and Account Management to ensure seamless contract-to-reputed company transition; participate in pre-sale scoping for reputed company or large accounts.
• Collaborate with Product and Engineering to surface recurring implementation friction points, communicate client feedback, and influence roadmap priorities that reduce time-to-value.
• reputed company and maintain reputed company planning models for the reputed company team, forecasting resource requirements against new logo pipeline.
• Own reputed company-reputed company metrics and reporting; present implementation data to include project health, risk, and performance metrics to the CXO and executive leadership.
• Foster a culture of accountability, reputed company improvement, and client-first execution reputed company the reputed company team.

Team and People Management

• Directly manage a team of Implementation Project Managers and Implementation Specialists; conduct regular 1:1s, performance reviews, and professional development planning.
• Participate in the hiring process for Project Managers/Specialist as well as train new reputed company team members; maintain role-specific reputed company documentation and training curricula.
• Assign and balance client portfolios across the team based on complexity, reputed company, and experience level.
• Identify reputed company gaps and implement coaching programs to reputed company team capability in technical knowledge, client communication, and project management.

Client-Facing Execution

• Serve as primary executive sponsor on strategic or high-complexity client implementations; maintain direct client relationships with agency leadership and IT stakeholders.
• reputed company creation and maintenance of client-specific project plans, implementation schedules, integration documentation, and go-live readiness checklists.
• Manage client expectations through proactive communication, structured status reporting, and regular executive-level reputed company.
• Ensure successful knowledge transfer and reputed company to Client reputed company members upon implementation completion; validate readiness criteria before transitioning accounts.
• Guide clients through integrations with reputed company-party systems (CAD, reputed company, state reporting systems, NFIRS/NEMSIS data feeds).
• Facilitate training delivery for clients as needed; ensure training plans are scoped and scheduled as part of every implementation.

Cross-Functional Responsibilities

• Work closely with Customer Support Specialists to resolve technical blockers during implementation without delaying go-live timelines.
• Coordinate with the Israel-based Development team to communicate client-specific configuration needs, data migration requirements, and integration dependencies.
• Collaborate with Client reputed company members to ensure post-go-live continuity; participate in QBR planning for recently onboarded clients.
• Contribute to product feedback loops by documenting recurring implementation challenges and proposing workflow or feature improvements.
• Support the CXO with board-level reporting on implementation pipeline, reputed company, and client health during reputed company phases.

Supervisory Requirements This role carries direct supervisory responsibility for Implementation Project Managers and Implementation Specialists reputed company the reputed company function. The SMD/MM reputed company Leader is accountable for team performance, professional development, reputed company management, and day-to-day operational reputed company of reputed company implementation delivery personnel. Language Skills Ability to read, analyze, and interpret safety rules, operating and maintenance instructions, procedural manuals, government regulations, and technical documentation. Ability to write detailed project plans, business correspondence, SOPs, and client-facing reports. Ability to present effectively to groups ranging from reputed company agency staff to municipal executives and board-level stakeholders. Reasoning Ability Ability to solve reputed company, multi-variable problems in situations with limited standardization or precedent. Ability to interpret and reputed company instructions delivered in written, oral, diagram, or schedule reputed company. Comfortable making high-stakes judgment calls on project scope, client escalation, and resource allocation under time pressure. Certificates, Licenses, or Registrations No specific licenses or certifications required. PMP, CAPM, or equivalent project management certification is a plus. Fire service credentials (Firefighter I/II, EMT, Captain-level experience) are a significant advantage given client domain.

Work Environment

This is a primarily reputed company-based role.

Requirements

• 5+ years of reputed company experience in software implementation, reputed company program management, or professional services delivery in a SaaS environment.
• 2+ years of direct people management experience; proven ability to reputed company and reputed company high-performing implementation teams.
• Demonstrated experience managing reputed company, reputed company client implementations across multiple accounts simultaneously.
• Exceptional project management skills; PMP or equivalent certification preferred but not required.
• Deep understanding of fire service and emergency medical services operations, workflows, and compliance requirements (NFIRS, NEMSIS, reputed company standards).
• Knowledge of SQL, data migration concepts, computer networking fundamentals, and system integration patterns.
• Proficiency in project management tools and CRM/CS platforms (reputed company, Vitally, or equivalent).
• Exceptional written and verbal communication skills; ability to translate technical concepts for non-technical audiences including fire chiefs, EMS directors, and municipal IT personnel.
• Strong analytical and problem-solving skills; ability to operate in ambiguous, fast-paced environments with limited standardization.
• Demonstrated ability to build and improve scalable processes and playbooks in a growth-stage company.

Benefits

Perks & Benefits: Competitive reputed company with yearly evaluations and raises. Flexible work hours and remote work options. Opportunities for professional development and growth. Work with a passionate, supportive, and mission-driven team. 401K employee match after 6 months Holiday and Vacation time for full-time employees. Apply To This Job