Sr Implementation Specialist, Flite Deck Solutions

Jeppesen ForeFlight Careers•Austin, TX

14d•Remote

About The Position

Jeppesen ForeFlight is redefining the future of aviation technology, equipping pilots, operators, and decision-makers with the software tools to forge bold new digital paths that push past the expected. We stand with those who dream bigger, fly farther, and seek to explore the next frontier in the cockpit and operations center. Jeppesen ForeFlight is seeking a Sr Implementation Specialist reporting to the Senior Manager, Professional Services Implementation & Deployment, supporting our FliteDeck Solutions portfolio, including Aviator, FliteBrief, FliteDeck Pro, FliteLink, Ground Controls, and JDM Pro. As a Sr Implementation Specialist, you will own the end-to-end onboarding of Commercial, Military, and Business/General Aviation customers onto our electronic flight bag, dispatch, and briefing products. You'll configure customer environments, coordinate testing and validation, and train customers to use our products confidently; guiding them from post signature to go-live and into active operations, all while managing multiple concurrent implementation projects. A successful candidate is customer-obsessed and comfortable being the technical point of contact for an airline customer moving through a multi-stage implementation, from onboarding through production go-live and handoff to support. You're equally comfortable configuring software, walking a customer through it live, and keeping your own project status current. You either know the flight operation space already, or you're eager to learn it quickly. This is a fully remote role open to candidates based in the US or Europe.

Requirements

3+ years of relevant experience in software implementation, customer onboarding, or a related customer-facing technical role
Experience with Salesforce or a comparable CRM/project-tracking tool
Strong technical aptitude, comfortable learning and configuring software without a traditional software engineering background
Hands-on experience editing XML configuration files and troubleshooting third-party data authoring, including translator and field-mapping logic between flight-planning vendors and our products
Experience diagnosing complex, multi-document electronic package structures (e.g., Electronic Flight Folder/Topic-based document assembly), including sequencing, inclusion, and file-size issues
Willingness to learn and apply AI-powered tools to accelerate implementation work, such as comparing and drafting XML configuration changes, triaging log files and diagnostic evidence, and drafting first-pass responses across multiple concurrent customer threads; prior hands-on experience with AI tools is a plus
Excellent written and verbal communication skills, comfortable presenting to and training customers
Strong critical thinking and troubleshooting skills, including the judgment to triage whether an issue is a software defect, a configuration change, or a third-party data-authoring issue, and to resolve it or explain it to the customer clearly
Ability to manage multiple concurrent projects and prioritize independently

Nice To Haves

Experience in airline operations, flight dispatch, or aviation technology
Current or former pilot experience is a strong plus
Experience with system integrations (API, SFTP) or IT/network concepts (firewall whitelisting, environment setup)
Comfort working across multiple ticketing/defect-tracking systems (e.g., Jira, vendor service desks) in addition to a CRM, and translating a customer-reported symptom into a well-formed engineering ticket
Background in client or account management, with the ability to translate customer needs into technical configuration
Experience supporting or implementing electronic flight bag (EFB) or flight planning/dispatch software
Comfort working across time zones with international customers

Responsibilities

Own customer implementations from onboarding through production go-live for products within the Jeppesen ForeFlight FliteDeck Solutions portfolio (e.g. Aviator, FliteBrief, FliteDeck Pro, FliteLink, Ground Controls, and JDM Pro)
Configure customer-specific environments, including integrations with third-party flight planning and operations systems (e.g., LIDO, NAVBLUE, PPS)
Diagnose and resolve Electronic Flight Folder (EFF)/FliteBrief Topic-based document package issues, including missing, duplicated, or out-of-sequence documents (e.g., OFP vs. Crew List ordering), incomplete "Additional topics to retain" settings, and file-size limits on journey logs
Edit and redeploy XML configuration files for Aviator/JDM Pro, and troubleshoot how upstream flight-planning vendors author values into the OFP XML, including translator and field-mapping logic (e.g., discretionary fuel authored as ExtraFuel with reason="Discretionary," RVSM/DF value calculations)
Triage each reported issue to determine whether it's a software defect requiring a dev fix and release, a configuration change you can make directly, or a third-party data-authoring issue on the customer's own flight-planning system that you can't fix but must explain clearly
Manage and track implementation projects in Salesforce, keeping status current and reporting on On-Time Performance; file and track engineering defects in Jira, and work with vendor service desks (e.g., for FliteBrief issues) as needed
Conduct customer-facing familiarization training on product features and workflows
Coordinate test-and-evaluation to production transitions, including validation testing with customers
Request, review, and interpret device/app log files and screenshots to gather diagnostic evidence and root-cause issues before escalating
Coordinate customer participation in beta/TestFlight builds to validate fixes, and set expectations against specific upcoming release versions
Partner with Product, Support (DSOC), and other internal teams to resolve configuration issues and escalations during implementation
Communicate clearly with customers and internal stakeholders throughout each project, managing expectations and building long-term relationships
Travel to customer sites on occasion, as needed