Implementation Manager - Fire and EMS

Implementation Manager - Fire and EMS

Location: Remote 

Reports to: Head of Sales

About HEN Technologies

Backed by top-tier venture capital, HEN Technologies is a deep-tech company building the world’s first end-to-end intelligent fire suppression ecosystem. Powered by AI, IoT, and advanced fluid dynamics, we are modernizing emergency response by replacing outdated, manual systems with a connected, data-driven network.

By seamlessly integrating our patented hardware—such as advanced nozzles and pump controls (Fluid IQ, Pump IQ, Crux)—with cutting-edge incident command software like STAR IQ, we are transforming fire response from a reactive process into a predictive, coordinated operation. More than just a hardware company, HEN is building the digital backbone for global fire defense, unlocking real-time data and AI-driven insights to define the next generation of public safety.

About the Role

We are launching STAR IQ, a next-generation SaaS product built to revolutionize Incident Command Management for Fire Services. We are seeking a highly capable Implementation Manager to be our first boots on the ground. In this hybrid individual contributor (IC) role, you will initially own the execution of our first critical pilot programs. As we scale, your role will evolve into the vital bridge between our Sales and Technical Support teams. You will own the entire post-contract deployment lifecycle—from initial CAD/RMS integrations to comprehensive user training and successful go-live.

What You’ll Do

* End-to-End Account Ownership: Manage the customer journey by driving structured pilots, onboarding customers and successful go-live.

* Technical Integration & Readiness: Partner with product team to ensure critical CAD/RMS integrations are functional, documented, and aligned with customers

* Product Liaison & Playbook Creation: Act as the vital link between users and our product team to build the training materials and playbooks for our go-to-market motion

* Implementation & Training: Coordinate system setup and hands-on training for Fire Chiefs, command staff, and IT personnel to integrate our product into workflows

* Go-Live & Support Transition: Enforce multi-level "launch readiness" standards, and smoothly transition customers beyond go-live to stabilized, fully trained departments

What We’re Looking For

* Public Safety Experience: 5+ years of experience working directly in the fire service/EMS space, or selling/implementing software for public safety agencies.

* SaaS Implementation: Proven track record in B2B SaaS deployment, project management, or technical account management.

* Domain & Technical Expertise: Deep understanding of Incident Command Management, CAD (Computer-Aided Dispatch), and RMS (Records Management Systems)

* Stakeholder Management: Excellent ability to navigate municipal hierarchies and working closely with leadership (fire chiefs, IT leadership, etc.)

* Builder Mentality: You are hands-on and comfortable doing the heavy lifting yourself today, with the vision to build the implementation processes that will scale