Implementation Project Manager

This is a remote position.

General Purpose

The Implementation Project Manager guides Small Business and Mid-Market fire and EMS agencies from signed contract to a live EPR FireWorks system. Reporting to the Manager, SMB & Mid-Market Onboarding, this role carries a portfolio of concurrent implementations and delivers each one through EPR's standardized, cohort-based onboarding methodology — on schedule, within the hours budget, and ready for handoff to Customer Success.

This role is the customer's day-to-day point of contact throughout implementation. It owns the project plan, configuration, integration coordination, and go-live readiness for every assigned account, and is accountable for executing the playbook as written — escalating risk early rather than absorbing it.

Essential Duties & Responsibilities

Implementation Delivery

• Serve as the dedicated point of contact for assigned clients, overseeing every phase of the onboarding and software implementation lifecycle.

• Develop and maintain project plans, configuration workbooks, and supporting documentation using department templates and milestone gates.

• Execute the SMB cohort model for assigned accounts: cohort enrollment, live session participation, and go-live readiness.

• Enforce LMS completion gates as a prerequisite for implementation milestones, per the assigned onboarding track.

• Log actual labor hours against the locked cost model; flag variance to the Manager before the budget is exceeded, not after.

Customer-Facing Execution

• Run kickoffs that set expectations plainly: scope, timeline, customer-side responsibilities, and the consequences of customer-side delay.

• Build strong client relationships by facilitating regular meetings, providing project status reports, and managing delivery expectations; escalate scope and timeline risk in writing.

• Maintain expert-level knowledge of all EPR Systems products to provide strategic guidance and implementation-specific product walkthroughs; coordinate with Training for formal instructor-led delivery.

• Assist clients with integrating EPR Systems software with third-party applications and platforms (CAD, state reporting systems, NFIRS/NEMSIS/NERIS data feeds).

• Validate readiness criteria and execute a documented handoff to the assigned Customer Success Manager; no account transitions without the checklist met.

Cross-Functional Collaboration

• Coordinate with Customer Support Engineers to ensure delivered services meet or exceed client requirements and to resolve technical blockers without slipping go-live dates.

• Coordinate with the Israel-based Migration and Development teams on configuration needs, data migration requirements, and integration dependencies.

• Proactively identify software enhancement opportunities from client feedback and communicate them to the product development team with evidence — frequency, hours consumed, accounts affected.

• Recommend playbook, template, and process improvements to the Manager based on recurring delivery friction.

• Perform other professional duties as assigned to support the organization's goals.

Supervisory Responsibility

This role carries no supervisory responsibility. The Implementation Project Manager reports to the Manager, SMB & Mid-Market Onboarding, who assigns portfolios, sets performance targets, and serves as the escalation point for at-risk or stalled implementations.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations

No specific licenses or certifications are required. PMP, CAPM, or equivalent project management certification is a plus. Fire service or EMS credentials are a significant advantage given the customer domain.

Work Environment & Physical Demands

This is a remote, office-based role performed primarily at a computer workstation. Travel is expected up to 15% for customer site visits, conferences, and company meetings. The physical activities described below are representative of those required to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Equal Employment Opportunity

EPR Systems USA, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law.

Requirements

Qualifications

Required

• High school diploma or GED.

• 3+ years of experience in software implementation or project management.

• Exceptional understanding of fire and EMS best practices and procedures, including working knowledge of NFIRS, NERIS, NEMSIS, NFPA, ISO, and other industry reporting requirements and standards.

• Working knowledge of SQL, computer networking, and the Microsoft Office Suite; familiarity with standard technical terminology.

• Exceptional oral and written communication skills; proven ability to coach and train diverse groups of people on software use.

• Ability to operate effectively with little to no supervision, maintaining high productivity and accountability for project outcomes.

• Strong customer service orientation with rigorous attention to detail.

• Ability to remain professional and composed in high-pressure situations; adept at multitasking and thriving in a fast-paced environment.

Preferred

• Bachelor's degree; Associate's degree considered.

• Fire service or EMS credentials or operational experience (Firefighter I/II, EMT, company officer).

• Experience delivering to public sector / municipal customers, including procurement and budget-cycle dynamics.

• PMP, CAPM, or equivalent project management certification.

• Proficiency with HubSpot, Vitally, Zoho Projects, and LMS/community platforms, or demonstrated ability to learn equivalent systems quickly.

Benefits

Compensation

EPR Systems USA, Inc. offers a competitive compensation package commensurate with experience, qualifications, and internal equity. Details are discussed during the interview process.

Equal Employment Opportunity

EPR Systems USA, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law.

This job description is not an exhaustive list of all duties, responsibilities, or qualifications associated with the position and may be modified at the discretion of the company.