Job Description

We are seeking an experienced professional to drive robust software adoption across Air's SaaS user base and manage a team of Implementation Engineers.

In this role as an Implementation Manager, you will be responsible for defining and optimizing user engagement by driving new, outcome-oriented initiatives. You will own the implementation and technical enablement of strategic deployments, provide surge support to deployments assigned to your direct reports, and work closely with Engagement Managers and Sales to align on account strategies, renewal forecasting, staffing plans, and account opportunities and risks. You will strengthen the product feedback loop and build effective relationships with Product Managers, Engineering, Data Science, and QA. You will be accountable for implementing operational practices to track performance of teams and individuals.

You understand the US Government and Defense acquisition processes and the importance of effective and efficient program management, supply chain risk management, and program and technology modernization. You ask hard, uncomfortable questions. You have a professional acumen that allows you to lead conversations with top government agency officials. You know there are always multiple answers to hard problems, and you know how to engage in a constructive dialogue to find the best path forward.

Success in this role requires deep expertise in Air's software and data, strong communication and organizational skills, and the ability to lead and influence people, not just through words but by example. You must collaborate effectively with cross-functional teams to achieve common objectives, while also leading various projects simultaneously.

You will hire and develop Implementation Engineers and Senior Implementation Engineers, and guide them as they embed with customers to deliver exceptional technical implementation and support. The ideal candidate for this role will have experience in setting and assessing key performance metrics, making responsible decisions in ambiguous settings, and delivering results related to technical product implementation and user adoption, in service of retention and renewal.

This role is a full-time position located out of our office in Arlington, VA.

This role requires up to 50% travel to client sites across the United States.

Scope of Responsibilities

• Hire, train, and lead a team of software Implementation Engineers
• Plan and allocate IE resources, monitor progress, and keep stakeholders informed throughout the deployment lifecycle
• Develop expertise in Air's customers, offerings, and data, and support customers as a Air product and data expert
• Proactively drive utilization of the product using targeted training and engagement strategies that drive mission outcomes and analytical insights for platform users
• Oversee the execution of user engagement best practices to drive product utilization using targeted engagement strategies
• Execute the successful implementation of software and data to Air's customers and address and solve user needs through the use of Air's platform and creatively develop solutions to difficult user problems
• Develop and implement scalable delivery frameworks and methodologies to ensure alignment between strategic objectives and tactical execution, driving consistency and efficiency across deployments.
• Use coding languages (SQL, Python) to conduct technical platform configuration and data integration and provide technical guidance to Implementation Engineers
• Capture client feedback, surface user problems, and elicit user needs and workflows to support the evolution of the Air platform
• Collaborate with Air Engagement Managers and Product Managers to capture market demand for inclusion into Air's offerings
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
• Build and manage client relationships
• Lead execution teams and/or work streams
• Help drive and enable renewal and expansion, reduce churn, and drive new business growth through greater advocacy
• Provide leadership to a highly motivated and engaged team
• Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization

Qualifications

• U.S. Citizenship is required
• Bachelor's Degree

Required Skills:

• Expertise in national security, defense policy, federal budgeting, acquisition and procurement processes, government contracting, supply chains, and/or product management for public sector customers
• Minimum of five (5) years of experience in customer success, public sector consulting, advisory services, software-as-a-service (SaaS) or subscription-based tools, information services, or data analytics
• Minimum of two (2) years of people management experience
• Proven excellence in interacting with DoD and/or national security senior leaders
• Strong written and oral communication skills, including strong presentation skills
• Knowledge of Federal organizations and functions, e.g. understanding organizational structures, hierarchies, and how to apply software product use cases to target stakeholders
• Passionate about leading people and improving processes
• Demonstrated aptitude to learn new technical content
• Demonstrated excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Proven ability to develop strategies, translate them into initiatives, and track successful delivery
• Willingness to work hard, be strategic, and do the right thing for the business

Desired Skills:

• Current possession of a U.S. security clearance, or the ability to obtain one with our sponsorship
• Experience in or exposure to the nuances of a startup or other entrepreneurial environment
• Strong SQL skills
• Master's Degree preferred

We firmly believe that past performance is the best indicator of future performance. If you thrive while building solutions to complex problems, are a self-starter, and are passionate about making an impact in global security, we're eager to hear from you.