Mission Success Advisor

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.

• 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.

• The Mission Success Advisor is expected to 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.
• The position regularly evaluates multiple courses of action and develops 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.

• In support of customer success objectives and mission readiness requirements, the Mission Success Advisor may periodically assist Field Service Representatives with deployment activities, customer support efforts, operator training, troubleshooting support, and sustainment activities.
• The Mission Success Advisor may 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…