Implementation Manager
We are seeking a highly organized, client-focused professional to lead the onboarding and implementation of new municipal clients using our public safety software platform. This role serves as the primary point of contact from post-sale through go-live, ensuring a seamless transition for police departments adopting our extra-duty management solution.
The ideal candidate is comfortable working with law enforcement personnel, managing sensitive information, and translating operational requirements into configured software workflows.
Key Responsibilities
Client Onboarding & Relationship Management
- Serve as the primary point of contact for new municipal clients immediately following contract execution
- Lead kickoff meetings and establish onboarding timelines, expectations, and deliverables
- Build trusted relationships with police department stakeholders and administrative personnel
- Communicate professionally and confidentially with law enforcement staff
Requirements Gathering & System Configuration
- Gather detailed operational, policy, and business requirements from client stakeholders
- Translate department rules, fairness policies, and procedures into system configurations
- Build and configure client environments, including:
- Work order intake processes
- Officer eligibility and assignment rules
- Vendor and business partner records
- Billing and invoicing structures
- Ensure accuracy and completeness of all data entered in the system
Technical Implementation
- Apply technical knowledge to configure and validate workflows within an enterprise SaaS platform
- Collaborate with internal product and engineering teams when custom solutions or escalations are needed
- Troubleshoot configuration issues and ensure system readiness
Training, Testing & Go-Live
- Develop and deliver training sessions for police personnel, administrators, and external vendors
- Coordinate and execute user acceptance testing (UAT) with client stakeholders
- Validate that all workflows—from job request through billing and collection—function correctly
- Ensure all onboarding tasks, documentation, and configurations are 100% complete prior to go-live
Process Oversight & Quality Assurance
- Maintain detailed project plans and onboarding checklists
- Track progress and proactively identify risks or delays
- Ensure compliance with internal standards and client-specific requirements
- Support continuous improvement of onboarding processes and best practices
Product Context
Our platform manages police department extra-duty programs end-to-end, including:
- Intake of work order requests from third-party vendors
- Job creation and configuration within the system
- Officer sign-up and assignment using fairness and compliance rules
- Time tracking and job completion workflows
- Billing, invoicing, and collection from external vendors
Qualifications
Required:
- 3+ years of experience in client onboarding, implementation, project management, or similar role
- Strong communication skills with the ability to interact with law enforcement and government stakeholders
- Ability to handle sensitive and confidential information with professionalism
- Experience translating business requirements into system configurations or workflows
- High attention to detail and strong organizational skills
Preferred:
- Experience working with municipal, public safety, or law enforcement agencies
- Familiarity with SaaS platforms or enterprise software implementations
- Technical aptitude (e.g., configuration, data management, or system setup)
- Experience delivering training and leading user testing
Employment Status
This position remains full-time and at-will, consistent with Company policy and New Jersey law.
Equal Employment Opportunity
Visual Computer Solutions is an equal opportunity employer and values diversity and inclusion in the workplace.
