Sr Implementation Specialist, Flite Deck Solutions

Jeppesen Fore Flight 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 Fore Flight is seeking a Sr Implementation Specialist reporting to the Senior Manager, Professional Services Implementation & Deployment, supporting our Flite Deck Solutions portfolio, including Aviator, Flite Brief, Flite Deck Pro, Flite Link, 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.

• Own customer implementations from onboarding through production go-live for products within the Jeppesen Fore Flight Flite Deck Solutions portfolio (e.g. Aviator, Flite Brief, Flite Deck Pro, Flite Link, 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)/Flite Brief 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 Extra Fuel 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 Flite Brief 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/Test Flight 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

• 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…