PROJECT MANAGER
Remote (U.S)
Company Overview
For more than two decades, our client has built mission-critical software for emergency medical services, fire departments, and public safety agencies across the United States, helping responders document patient care in the field, meet state and national reporting requirements, and move critical data between dispatch systems, medical devices, hospitals, and billing platforms. The company serves agencies ranging from small rural departments to some of the largest metropolitan fire and EMS systems in the country, and it has earned a reputation for configurable software, deep domain knowledge, and responsive, knowledgeable customer support. Backed by a large, long-term software investor, the organization pairs the stability of an established business with the autonomy of a lean, remote-friendly team grounded in accountability, adaptability, and humility, and leadership has made AI adoption a company-wide priority. Now in an active growth phase, the company is investing in its commercial organization, expanding its product capabilities, and strengthening the delivery engine that brings new and existing customers onto its platform, and this role sits at the center of that effort.
Position Overview
New business is accelerating and existing agencies are expanding their use of the platform, so our client is establishing a dedicated, full-time Project Manager within its Professional Services organization. Reporting to the Director of Professional Services and Support, this hire will own a high-velocity portfolio of customer implementations, integrations, and data exports, typically 20 or more concurrent projects at a time. This is a rare opportunity for a project manager with roots in EMS, fire, or public safety software to become the central delivery owner at a respected, mission-driven company. First, the role carries true end-to-end ownership and direct visibility, since the Project Manager serves as each customer’s primary point of contact from kickoff through go-live and revenue is recognized only when a project closes. Second, it keeps the hire close to the field, leading training for the administrators and frontline responders who rely on the software every day while working hands-on with the technical setup behind each deployment. Third, it offers a clear path toward senior-level scope in process improvement, product partnership, and the design of new implementation offerings, supported by a well-documented delivery playbook of project templates, work instructions, and training videos that allows a strong hire to ramp quickly. The position is remote within the U.S. with 10% to 20% travel and occasional early morning or evening go-lives across U.S. time zones.
Position Responsibilities
- Own a portfolio of 20 or more concurrent implementation, integration, and data export projects from kickoff through go-live, driving each one to customer sign-off on time and within budget so that completed work converts to recognized revenue.
- Build project plans from established templates in the team’s project management platform, and improve existing templates or create new ones as the company introduces new implementation and integration offerings.
- Track actual hours and tasks against estimates, report variance, and manage scope and risk proactively, escalating to leadership with a clear recommendation before issues turn into delays.
- Serve as the primary point of contact for each customer, leading kickoffs, status meetings, and go-lives with agency administrators, clinicians, and leadership, and keeping customers and internal stakeholders aligned through consistent, transparent status reporting.
- Design and deliver administrator and end-user training, primarily remote with occasional on-site sessions, so that agency users reach go-live confident and capable on the platform.
- Reset customer expectations directly and with tact when scope or timelines shift, protecting long-term relationships while keeping projects moving toward completion.
- Configure the product, set up data imports, and execute standard exports such as billing and state reporting files, troubleshooting configuration and data issues hands-on before escalating and building the functional and technical expertise to take on more of this work independently over time.
- Coordinate complex integrations, including CAD and third-party vendor connections, by gathering requirements from customers and vendors and giving internal developers what they need to deliver, while explaining technical decisions in plain language to non-technical stakeholders.
- Identify customer needs for add-on modules, additional agencies, integrations, and training during implementations and post-go-live check-ins and hand qualified leads to Sales, while supporting presales efforts with scoping, hour estimates, statements of work, and product demonstrations.
- Apply AI tools to streamline delivery, documentation, and training content, share lessons learned with Professional Services and Product leadership, and partner with the support team on post-go-live handoffs, tier-2 support within areas of expertise, and occasional backup coverage.
Position Qualifications
Required
- A proven track record of delivering customer software implementations on time and within budget, with the ability to cite personal on-time and on-budget performance.
- 3+ years of project management or software implementation experience, including independent ownership of multiple concurrent customer projects from kickoff through go-live.
- Experience with an EMS, fire, public safety, or GovTech software provider, or in closely related healthcare data work such as EMS billing, health data exchange, or emergency department and prehospital EHR implementations.
- Hands-on experience building project plans and tracking hours against estimates in a dedicated project management platform, along with working knowledge of CRM tools.
- A track record of delivering software training to administrator and end-user audiences, both remotely and in person.
- Working knowledge of SaaS applications, system integrations, and data exchange methods such as APIs, web services, and SFTP, with hands-on experience configuring products, setting up data imports, and personally resolving data or integration issues.
Preferred
- A field or clinical background as an EMT, paramedic, firefighter, or clinician is strongly preferred, along with familiarity with NEMSIS and state EMS reporting requirements, PMP, CAPM, or Agile training, and healthcare IT or HIPAA-regulated data experience.
- A self-sufficient, highly organized working style that keeps many projects moving without close oversight, paired with the credibility to connect with frontline medics and firefighters as easily as agency leadership and an eagerness to adopt AI and new tools.
Ready to make an impact?
Apply now and a member of Talentfoot’s recruitment team will be in touch should your implementation track record, public safety software experience, skills, and qualifications match our client’s requirements.
Talentfoot Overview
Talentfoot Executive Search specializes in future proofing organizations by securing forward-thinking leaders across sales, marketing, eCommerce, product, data, operations, finance, and technology with a track record of accelerating growth, innovation, and profitability. Since 2010, we’ve partnered with more than 2,500 companies and lead the industry with a 98% client success rate. Learn more at Talentfoot.com