Implementation Specialist

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.