Mission Success Advisor

Firestorm•San Diego, CA

8d•$85,000 - $110,000•Onsite

About The Position

Firestorm is hiring a Mission Success Advisor who will serve as Firestorm's senior representative and primary operational liaison to assigned defense and government customers. You are accountable for customer success, operational readiness, deployment planning, sustainment strategy, and customer relationship management throughout the lifecycle of Firestorm systems. You will act as the trusted advisor between customer leadership, operators, maintainers, and Firestorm's engineering, product, manufacturing, logistics, and executive leadership teams. You will also exercise independent judgment in evaluating customer requirements, assessing operational risks, prioritizing support activities, recommending resource allocations, and developing solutions that directly impact customer satisfaction, mission effectiveness, and business outcomes. While you may perform technical field support activities when operationally required, the primary purpose of the position is to lead customer success efforts, coordinate deployment and sustainment activities, identify operational risks, and advise both customers and Firestorm leadership regarding mission readiness and operational effectiveness. The primary duty of the Mission Success Advisor is customer success leadership, operational readiness planning, deployment coordination, sustainment strategy, customer relationship management, and advisory support to both customers and Firestorm leadership. The incumbent is expected to spend a majority of working time performing these duties and exercising independent judgment regarding matters of significance affecting customer outcomes, operational effectiveness, mission readiness, and business objectives. You will be expected to spend more than 50% of working time performing customer advisory, operational planning, deployment coordination, readiness assessment, customer relationship management, and other exempt duties.

Requirements

Associates degree or Trade School Certificate in Engineering or equivalent discipline. In lieu of degree/certificate a High School diploma/GED or military service with 8+ years of relevant experience
U.S. Citizenship required due to ITAR regulations & the ability to maintain a Department of Defense (DoD) security clearance
Active Secret clearance at hire required.
3+ years field service experience on industrial, additive manufacturing, or military hardware platforms.
HP Multi Jet Fusion (MJF) certification, required to obtain within first 90 days post-hire.
Current U.S. passport at hire.

Nice To Haves

Prior U.S. military service with a maintenance MOS or equivalent; SOCOM-component or aviation-maintenance background preferred.
Top Secret eligibility.
Prior employment at additive manufacturing OEM or defense-industry field service organization.
Familiarity with ITAR shipping documentation and HAZMAT protocols.

Responsibilities

Serve as the primary operational point of contact for assigned customer accounts.
Own assigned customer accounts and serve as the accountable Mission Success lead for customer satisfaction, operational readiness, and sustainment outcomes.
Build and maintain trusted relationships with customer leadership, operators, maintainers, and acquisition personnel.
Identify customer concerns, operational challenges, and emerging requirements and develop recommendations for resolution.
Exercise independent judgment and discretion regarding customer support prioritization, deployment support recommendations, operational risk assessment, sustainment planning, customer engagement strategies, escalation pathways, and resource utilization recommendations.
Regularly evaluate multiple courses of action and develop recommendations affecting customer outcomes, operational effectiveness, mission readiness, and business performance.
Recommend deployment strategies, training priorities, and sustainment plans.
Coordinate deployment resources and support activities across multiple functional teams.
Recommend corrective actions and long-term sustainment improvements.
Develop customer-specific support recommendations and operational roadmaps.
Contribute to sustainment planning and lifecycle support initiatives.
Coordinate activities among engineering, logistics, manufacturing, training, and customer support functions.
Lead resolution efforts for customer-impacting issues requiring cross-functional collaboration.
Prioritize support requests and determine appropriate escalation pathways.
Facilitate communication between customer stakeholders and Firestorm decision-makers.
Lead Voice of Customer collection and analysis efforts.
Translate operational feedback into actionable recommendations.
Advise product and engineering teams regarding customer priorities and field observations.
Recommend enhancements to training programs, support processes, sustainment practices, and field procedures.
Represent Firestorm during deployments, exercises, demonstrations, testing events, and operational engagements.
Serve as Firestorm's senior operational representative in customer-facing situations.
Periodically assist Field Service Representatives with deployment activities, customer support efforts, operator training, troubleshooting support, and sustainment activities in support of customer success objectives and mission readiness requirements.
Provide technical guidance, participate in customer demonstrations, support operational testing events, and assist with issue resolution during customer deployments.
Technical repairs, routine maintenance, equipment installation, inventory management, and primary execution of field service activities are ordinarily performed by Field Service Representatives or technical specialists.
Technical support activities performed by the Mission Success Advisor are intended to support customer success, operational readiness, and deployment objectives and are not expected to constitute the majority of the position's duties.

Benefits

Comprehensive medical, dental, and visions plans
401(k) Retirement Savings Plan
Equity grants
Unlimited PTO
Extremely generous company holiday calendar, including holiday hiatuses in July & December.
Generous Parental Leave
Lifestyle Spending Account
FSA
DCFSA
HSA
Hospital Indemnity insurance
Critical Illness insurance
Accident insurance
Basic Life/AD&D, short-term and long-term disability insurance, 100% covered by Firestorm. Plus, the option to purchase additional life insurance for you and your family.
Mental Health Resources: free mental health resources 24/7 including therapy and more. Additional work-life services, such as free legal and financial support, are available.