[Hiring] Senior Implementation Specialist @ForeFlight

Role Description

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.

Key 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

Qualifications

• 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

Preferred Qualifications

• 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

Benefits

• Medical, dental, vision insurance with Employer paid health premiums
• Open PTO Policy
• 401(k) with up to 10% company matching and immediate vesting
• 12 Weeks Paid Maternity Leave
• 12 Weeks Paid Paternity Leave
• Flight Training Rewards
• Pay is based upon candidate experience and qualifications, as well market and business considerations: Summary Pay Range: $98,000-$120,000