Implementation Manager

Multitude Insights Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Lead end-to-end implementation of BLTN for public safety agencies, managing the full lifecycle from kickoff through go-live and stabilization.
• Own project timelines, milestones, and execution across internal teams (Engineering, Product, Customer Success) and external agency stakeholders.
• Configure customer environments using internal tools and workflows developed by Engineering, including hands-on setup and customization.
• Conduct current-state workflow assessments and technical scoping sessions to understand agency operations and map how BLTN integrates into daily workflows.
• Document existing workflows and develop future-state workflow maps that define practical, sustainable use of BLTN across departments and roles.
• Guide agencies through change management challenges, addressing resistance, building buy-in, and ensuring adoption at all levels — from analysts to leadership.
• Collaborate with Customer Success Managers to deliver onboarding sessions, training, and enablement for end users and administrators, sharing accountability for customer independence.
• Serve as a trusted advisor to agency leadership, IT teams, and operational staff throughout implementation, building long-term trust and partnership.
• Create scalable implementation playbooks, templates, processes, and best practices to standardize and improve deployment across new customers.
• Capture lessons learned from each implementation and continuously refine Multitude’s onboarding infrastructure to increase speed, consistency, and customer satisfaction.
• Track key implementation outcomes including time-to-value, adoption rates, and customer satisfaction metrics to identify improvement opportunities.
• Translate customer feedback and implementation challenges into actionable product and operational requests for Product and Engineering teams.
• Proactively identify implementation risks and coordinate cross-functional resolution with Engineering, Product, and Customer Success.
• Contribute to building the foundational systems and operational infrastructure required to scale implementation capacity as the company grows nationwide.
• Maintain alignment with Multitude’s core values: Trust, Duty, Urgency, ensuring every interaction reflects commitment to public safety and operational excellence.
• Operate autonomously in a fast-moving, ambiguous startup environment, creating structure where none exists and prioritizing high-impact activities.
• Balance speed, precision, and customer experience while managing multiple concurrent implementations without compromising quality or outcomes.
• Act as a frontline voice for customers, providing insights that directly inform product roadmap decisions and operational improvements.

🎯 Requirements

• 6+ years of experience in implementation, onboarding, customer operations, project management, or customer success within SaaS, gov-tech, or a similar environment.
• Experience managing complex customer implementations with multiple stakeholders across departments and organizations.
• Demonstrated ability to manage multiple concurrent implementations or projects simultaneously without sacrificing quality or customer experience.
• Strong project management and organizational skills with the ability to drive execution independently.
• Comfortable being hands-on — actively contributing to configuration and implementation tasks, not just tracking work.
• Experience leading customer onboarding, training, or change management initiatives.

🏖️ Benefits

• Work on category-defining technology that directly impacts community safety and public trust.
• Join a hyper-growth company backed by top-tier investors with nationwide customer reach.
• Fully remote work environment with flexibility to operate across time zones.
• Opportunity to build the foundational implementation function from the ground up and shape scalable systems.

Skills & Technologies

Remote

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Multitude Insights Inc.

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About Multitude Insights Inc.

Multitude Insights develops B2B software that ingests regional 911, CAD, and RMS data to surface real-time crime patterns across jurisdictions. Its platform, BLTN, applies machine-learning to detect linked incidents, predict emerging threats, and share actionable alerts among law-enforcement agencies. Focused on interoperability and privacy compliance, the company enables smaller departments to access analytics historically available only to large urban centers, reducing response times and improving resource allocation without adding staff or infrastructure.

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