SaaS Implementation Manager

Join the company and be a Force for Good.

At the company, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at the company is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

As a SaaS Implementation Manager at the company, you will be the primary point of contact for key customers, fostering long-term strategic partnerships. You will provide technical expertise, project management, and customer advocacy to ensure stakeholders achieve operational goals using the company’s products. Collaborating with cross-functional teams, you will offer valuable insights into customer needs and challenges, influencing internal product roadmaps and projects. Wearing multiple hats—from consultant to product expert to project manager—you will help customers optimize their daily workflows.

You will play a crucial role in ensuring the company’s solutions align with key customer requirements while providing exemplary technical support and customer service. Your expertise and commitment will directly contribute to the company’s mission of protecting life and enabling transparency through innovative technology.

What You’ll Do

Location: Brandon, Manitoba

(hybrid - onsite 3-4 days per week)

Travel Expectations: approx. 30% domestic Canada

Reports to: Director, Commonwealth Professional Services

• Serve as the primary day-to-day technical contact for assigned customer agencies.

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Develop deep expertise across the company technologies, with primary focus on the company Records and the Productivity Suite, including Standards, Notes, and the company AI.

• Maintain broad awareness across the company ecosystem to support customer needs while prioritizing Records and Productivity Suite initiatives.

• Collaborate with customer stakeholders to configure the company solutions and align workflows to operational and business objectives.

• Act as a subject matter expert on agency workflows related to Records and Productivity Suite adoption.

• Administer, document, and support functional acceptance testing activities for the company solutions.

• Deliver customer training sessions and facilitate knowledge transfer related to the company Records and associated workflows.

• Monitor support tickets, provide Tier 2 technical troubleshooting, and coordinate escalation paths when necessary.

• Interpret and communicate the company release notes, tailoring information to customer environments and operational impacts.

• Represent customer feedback internally through Voice of Customer initiatives, enhancement requests, and ongoing collaboration with Product teams.

• Partner closely with Customer Success Managers (CSMs), Professional Services, Support, Product Management, and Engineering teams to support successful customer outcomes.

• Support Quarterly Business Reviews (QBRs), operational reviews, and customer engagement activities.

• Ensure service level expectations and contractual obligations are met.

• Support reporting, integrations, and operational data workflows using tools such as Power BI, SQL Server, APIs, and JSON-based configurations.

• Support monthly invoicing activities and other administrative responsibilities as assigned.

What You Bring

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field, or equivalent practical experience.

• 4+ years of experience in SaaS technical account management, customer success, professional services, or a similar customer-facing technical role.

• Experience working with law enforcement, government agencies, or public safety organizations is highly desirable.

• Strong technical background with experience in:

• Deploying, configuring, testing, and troubleshooting enterprise software solutions.

• Strong analytical, troubleshooting, and root cause analysis skills using tools such as Splunk, JIRA, and Salesforce.

• Reporting and analytics tools such as Microsoft Power BI and SQL reporting solutions.

• Proven ability to build and maintain relationships with diverse customer stakeholders.

• Strong communication skills with the ability to tailor technical discussions to both technical and non-technical audiences.

• Ability to manage multiple priorities in fast-paced operational environments.

• Ability to obtain and maintain required security clearances and handle sensitive law enforcement information with discretion.

• Willingness to travel and provide onsite customer support as required.

• Familiarity with public safety systems such as RMS, CAD, and CJIS standards is considered an asset.

• Relevant technical certifications (Microsoft, Cisco, ITIL, etc.) are considered an asset.

The company is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit [link for members] .

Base Pay Range

$74,250 — $118,800 CAD

Don’t meet every single requirement? That's ok. At the company, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at  [link for members]  or via our  the company Privacy Web Form . For more information, please see the Your California Privacy Rights section of our  Applicant and Candidate Privacy Notice.

The company’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as the company’s impact on the environment. All the company employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. The company employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [link for members]  Please note that this email address is for accommodation purposes only. The company will not respond to inquiries for other purposes.

Phishing alert:  the company will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process.  All legitimate job openings are listed on our official careers page at [link for members] .  If you receive a suspicious offer or outreach from an email address that is not [link for members] , or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to [link for members] .