First Due

Implementation Specialist

• Lead full lifecycle implementation for enterprise and multi-agency Canadian customers
• Develop and manage detailed project plans, milestones, and executive-level reporting
• Facilitate enterprise kickoffs, requirements workshops, stakeholder meetings, and go-live planning sessions
• Maintain control over scope, risk, timelines, and stakeholder communication across complex engagements
• Translate operational requirements into scalable SaaS configurations across the First Due platform
• Coordinate integrations, data migration, reporting, and provincial compliance requirements
• Ensure alignment with provincial fire reporting standards and EMS reporting frameworks (e.g., OFM, provincial Fire Commissioner reporting, where applicable)
• Collaborate with IPS, Technical Services, Product, Engineering, PMO, and Customer Success teams
• Travel onsite (up to 25%) for workshops, executive meetings, regional deployments, and training sessions
• Drive change management and enterprise adoption across departments and jurisdictions

Enterprise Implementation Manager

Events

• provide end-to-end management of select events
• assist with registration, booth reservations, and coordination of event deliverables
• support the creation and maintenance of event briefs
• offer support to select National trade shows and internal events
• manage event logistics, including ordering of booth assets and materials
• coordinate shipping timelines, tracking, and on-site delivery of event assets
• secure event services (Wi-Fi, electricity, carpet, furniture or booth add-ons)
• coordinate event travel invitations in Navan travel platform
• support travel bookings and attendee coordination, as assigned
• maintain detailed CRM records and data collection
• manage shared Events inbox, including tagging, routing, and task follow-up
• maintain event calendars, internal documentation, and post-event notes
• provide onsite support for 1–2 trade shows annually and the Annual User Conference (Unify)
• collaborate cross-functionally with Marketing, Sales, Client Success, and Social Media teams as needed

Event Coordinator

Product Manager

• Own the product vision, strategy, and roadmap for assigned First Due modules, aligning with company goals while championing customer needs, configurations, and feature requests.
• Lead cross-functional collaboration with Engineering, QA, Design, Sales, Client Success, and external stakeholders to identify problems and deliver valuable, feasible, and high-quality solutions.
• Review, validate, and prioritize product defects and enhancements, balancing short-term sprint needs with long-term roadmap objectives.
• Act as the subject matter expert for assigned modules, engaging with customers, delivery teams, and leadership to ensure solutions meet operational, technical, and business needs.
• Use data, research, customer feedback, and product testing to inform decisions and ensure consistency, usability, and quality across all features.
• Partner with Sales and Client Success on customer demos, RFP responses, and evaluations; support go-to-market readiness for new features and releases.
• Collaborate with Design and Marketing to develop sales enablement materials and train internal teams on product enhancements.
• Build alignment and secure buy-in with senior leadership by clearly communicating product vision, tradeoffs, progress, and outcomes.
• Mentor product managers and cross-functional team members in product management best practices.

Senior Product Manager

• Own the holistic mobile app experience, ensuring consistency and quality across native features and embedded webviews built by other teams
• Manage day-to-day execution of the mobile team's development backlog, including sprint planning, tracking, and delivery coordination
• Partner with the mobile engineering team to ensure features are delivered on time and meet quality standards
• Coordinate with other product teams to review and validate webview implementations, ensuring they meet mobile design and performance standards before release
• Serve as the mobile experience advocate across the organization, providing guidance to teams on mobile-specific requirements and constraints
• Review, validate, and prioritize mobile-specific defects, working them into sprints appropriately
• Produce clear documentation of planned features as epics and user stories for the mobile team
• Collaborate with engineers and QA to ensure functional and visual design quality throughout the development process
• Gather and synthesize user feedback, analytics, and testing results specific to the mobile experience
• Participate in customer and prospect demos as needed; support RFP responses related to mobile capabilities
• Collaborate with Design and Marketing on mobile-specific sales tools and collateral

Associate Product Manager, Mobile

Support Engineer

• Answer and respond to incoming customer phone calls, emails, or portal tickets
• Provide professional and helpful technical support to customers via phone, chat, and tickets
• Meet corporate SLAs
• Prioritize and manage multiple open tasks at one time
• Identify scope and priority of items under review
• Utilize available resources to resolve customer issues
• Logically troubleshoot, resolve, and document technical issues related to our software products
• Collaborate with cross-functional teams to deliver timely resolution of customer issues
• Actively contribute to case reduction initiative, ensuring root-cause analysis is carried out where necessary
• Stay updated on product features and updates to provide accurate and timely support to clients
• Continuously improve and optimize our technical support documentations, processes, and procedures
• Facilitate internal and client facing meetings
• Document technical knowledge in the form of ticket notes, internal reference documents, and Knowledge Base articles

Support Engineer II

Operations

• Own the full contract lifecycle from pre-sale review through execution, renewal, amendment, and termination, supervising a team of Contracts Specialists
• Develop and maintain standardized contract templates, pricing schedules, and legal playbooks
• Ensure accuracy and consistency across MSAs, order forms, SOWs, amendments, and renewals
• Oversee contract execution processes, including signature workflows and record retention
• Manage contracts across federal, state, local and private-sector government customers
• Ensure compliance with public sector procurement requirements (e.g., cooperative purchasing, sole source, competitive bids)
• Oversee contract compliance with applicable regulations
• Partner with Legal to manage risk, liability, data privacy, security, and indemnification terms
• Serve as a strategic partner to Sales and Revenue Operations to support deal velocity and predictability
• Review and approve non-standard contract terms, pricing exceptions, and discounting requests
• Support enterprise and complex deals, including multi-year agreements and large deployments
• Provide guidance to Sales on contracting requirements and deal structuring
• Partner with Customer Success and Finance to manage renewals, billing, amendments, and upsells
• Ensure contract data accuracy to support billing, revenue recognition, and forecasting
• Reduce friction and cycle time for renewals and expansions
• Own and optimize contract operations processes, policies, and documentation
• Lead implementation and ongoing management of contract lifecycle management (CLM) tools
• Establish KPIs related to contract cycle time, deal risk, renewal efficiency, and compliance
• Scale contract operations to support company growth
• Lead and develop a contracts or deal desk team (as applicable)
• Serve as a key liaison between Sales, Legal, Finance, Security, and Customer Success
• Educate internal stakeholders on contracting best practices and compliance requirements

Director of Contract Operations

Account Executive

• Prospect and develop new relationships with public safety professionals and partners.
• Build & maintain a high-performance sale pipeline, manage efficient & professional sales cycles and close contracts.
• Lead discovery with agencies on their needs and present innovative new strategies to transform pre-incident planning, mobile response and community engagement into thriving components of their organization.
• Travel to customer sites and attend trade shows.
• Foster a professional sales culture of mutual benefit to both First Due and the customer.
• Maintain current understanding of public safety industry including software ecosystem, trends, performance indicators, competitive landscape and business practices.

Account Executive, North Carolina and Tennessee Region

Account Executive, Florida & Georgia Region

• Define First Due product strategy and roadmap, championing customer requirements
• Organize, prioritize, and communicate product enhancements to the Development team
• Collaborate with internal and external stakeholders to discover problems and create valuable solutions
• Review, validate and prioritize product defects on the development backlog
• Act as a First Due platform and reporting expert
• Collaborate with engineers and QA to ensure functional and visual design quality
• Utilize data analytics, research, product reviews, user feedback and product testing
• Produce clear and concise documentation of planned features
• Collaborate across the PM team to ensure operational team processes are factored into new product development plans
• Complete ad-hoc assignments to support the development of First Due’s product roadmap
• Align closely with Sales and Client Success teams during new product development