Implementation & Customer Delivery Specialist

About Us:

At Field1st, we’re redefining what safety looks like in the real world. We build AI-powered tools that help frontline teams identify risk sooner, act faster, and make sure everyone goes home safe at the end of the day. Our platform is used in high-impact, high-risk environments—construction sites, utilities, manufacturing floors—where the work matters and the outcomes are real. If you’re excited by solving hard problems, building technology people actually want to use, and being part of a fast-growing team that’s transforming safety from reactive to predictive, you’ll feel right at home here.

Summary:

This role owns post-sale delivery for a highly configurable B2B SaaS platform. You will lead client implementations from contract handoff through go-live, configuring the platform to client-specific requirements, coordinating internal and external stakeholders, and ensuring scope, timelines, and outcomes are met. This role sits at the intersection of project management, customer delivery, and technical configuration. In addition to delivery ownership, this role plays a key part in driving adoption, expansion readiness, and long-term account success by partnering closely with Sales and Customer Success to identify value opportunities and communicate outcomes clearly.

Core Responsibilities:

• Own end-to-end customer implementation immediately following sale through successful production deployment
• Translate scoped requirements into platform configuration, workflows, forms, and organizational structures
• Configure customer environments including:
• Custom forms and workflows
• Organizational hierarchy and user roles
• Permissions and access controls
• AI model training inputs and validation
• Lead customer onboarding, training, and enablement sessions for administrators and end users
• Ensure delivery aligns with contracted scope of work; manage scope changes and expectations
• Troubleshoot configuration, data, and workflow issues
• Partner with Sales, Customer Success, and Product to ensure a smooth handoff from contract to implementation, including clarification of scope, success criteria, and stakeholder alignment
• Act as a consultative advisor—guiding customers toward best-practice workflows and helping them connect platform capabilities to measurable business outcomes
• Support customer growth by identifying adoption gaps, surfacing expansion opportunities, and reinforcing value during and after go-live (e.g., additional modules, sites, user groups, workflows)
• Confidently present recommendations to customer leadership, address objections, and influence decisions to move implementations forward
• Document implementation plans, risks, decisions, and change requests; manage scope changes in a structured way
• Collaborate with internal teams to escalate and resolve technical/configuration issues, and communicate status proactively

Travel Requirements:

This role includes approximately 15% travel, primarily within the U.S., with occasional international trips depending on customer needs. Travel is typically planned around key customer milestones, such as on-site discovery sessions, implementation workshops, training, go-live support, and executive readouts.

Experience:

• 3–5+ years of experience in one or more of the following: SaaS implementation/onboarding, technical project management, customer delivery/professional services, solutions engineering, or post-sales roles
• Demonstrated ability to manage multiple concurrent implementations with strong ownership of scope, timeline, stakeholders, and outcomes
• Strong customer-facing communication skills with comfort presenting to both end users and executive-level stakeholders
• Proven ability to influence, consult, and “sell” ideas, including driving adoption, gaining alignment on recommendations, and navigating objections
• Ability to learn and configure a highly configurable B2B SaaS product (workflows, forms, roles/permissions, data validation, etc.)
• Strong documentation habits (implementation plans, decisions, risks, change requests) and operational rigor
• Willingness and ability to travel as outlined above

Preferred:

• Experience working with frontline industries (construction, utilities, manufacturing, safety, operations)
• Experience in a high-growth startup environment and comfort with ambiguity
• Familiarity with basic data concepts (CSV imports/exports, field mapping, validation, data quality)
• Experience supporting renewals/expansions through adoption improvement and value storytelling

Important Note for Applicants:
Field1st is an AI product created and owned by RTS Labs, a leading AI consulting firm. While this role is dedicated to the Field1st product team, Field1st operates under RTS Labs as its parent company.

Please note that throughout the hiring process, candidates may receive communications, interview invitations, and official offer letters from RTS Labs.

Field1st is committed to providing a safe and inclusive environment for all employees, contractors, vendors, and clients; where all people are honored and respected, and differences are celebrated. Proud to be an Equal Opportunity Employer, Field1st does not discriminate based upon race, religion, color, national origin, gender, gender identity, gender expression, sexual orientation, age, status as a protected veteran, or status as an individual with a disability.