Implementation Lead

Airexpert; Buffalo (NY); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Employee Stock Ownership Plan (ESOP)

401(k) with company match

Generous time off policy

Job summary

AireXpert, based in Buffalo, NY, is seeking an Implementation Lead to manage and execute partner implementations for our unique digital platform. This role entails collaborating with clients from project kickoff to go-live, ensuring projects stay on schedule, and supporting continuous improvement in our delivery process.

The ideal candidate has 3-5 years of experience in SaaS delivery or customer success, is organized, and possesses strong communication skills. We offer a compelling workplace culture, ample time off, and a robust benefits package that includes employee stock ownership and 401(k) plans.

Qualifications

• 3-5 years in SaaS implementation, delivery, customer success, or related field.
• Able to manage multiple moving pieces and drive projects forward.
• Comfortable working directly with customers and internal teams.

Responsibilities

• Serve as a primary point of contact for partner implementations.
• Follow and improve the existing implementation framework.
• Build strong working relationships with customer stakeholders.
• Work closely with Sales, Product/Engineering to resolve blockers.

Skills

SaaS implementation

Customer success

Project management

Communication skills

Adaptability

Job description

Delivery is our first impression, and it sets the tone for the entire partner relationship. We don’t just “set up software” or onboard clients—we deliver a working solution that helps our partners achieve real operational outcomes.AireXpert is seeking an Implementation Lead to support and execute enterprise partner implementations. This role will focus on running projects end-to-end, working directly with customers, and helping refine our delivery process as we continue to scale.You’ll work closely with delivery leadership to ensure implementations stay on track, customers are engaged, and outcomes are achieved. This is a hands‑on role with significant customer interaction and ownership over day-to-day execution.

About AireXpert

AireXpert is tech startup in Buffalo, NY that is here to transform the way aircraft maintenance operations occur within an airline. Built exclusively for aircraft operators, our one‑of‑a‑kind digital platform, combines project management and communications technology that connects all maintenance stakeholders and amplifies performance like never before. AireXpert is here to enhance ethical standards to the industry while providing outstanding customer service.

Our crew has gained significant traction with airline brands that you rely on to fly and we’re always giving them tools to transform how they operate. We now have a loyal customer base with high‑growth opportunities ahead of us and want you to join our journey!

Key Responsibilities Include

Lead Partner Implementations

• Serve as a primary point of contact for partner implementations, supporting projects from kickoff through go‑live
• Support discovery sessions, configuration walkthroughs, training sessions, and regular stakeholder check‑ins (remote and on‑site as needed)
• Ensure projects stay on track against timelines, including a 90‑day implementation target
• Help customers stay accountable to their responsibilities and commitments

Execute and Improve the Delivery Process

• Follow and help refine the existing implementation framework and playbooks
• Identify gaps or inefficiencies in delivery and surface opportunities for improvement
• Contribute to documentation, templates, and best practices as the process evolves

Customer Engagement and Communication

• Build strong working relationships with customer stakeholders
• Clearly communicate progress, risks, and next steps
• Help manage expectations around scope, timelines, and product capabilities

Cross‑Functional Coordination

• Work closely with Sales, Product / Engineering, and leadership to resolve blockers
• Translate customer needs into clear, actionable internal inputs
• Support alignment between what was sold and what is being delivered

Qualifications & Requirements

Experience: 3‑5 years in SaaS implementation, delivery, customer success, or a related field

Execution‑focused: Able to manage multiple moving pieces and drive projects forward

Communication skills: Comfortable working directly with customers and internal teams

Organized and detail‑oriented: Able to track tasks, timelines, and follow‑ups effectively

Professional presence: Able to communicate clearly with a range of stakeholders

Adaptability: Comfortable working in a fast‑moving, evolving environment

Travel Willingness: Customer‑site travel is an ongoing part of the role (up to 50% of the time, depending on the month)

• Aviation or airline experience is a plus, but not required
  
• Must be willing to invest time learning how airline maintenance operations work
  
• Must become comfortable using and demonstrating the AireXpert platform in real‑world scenarios

Characteristics

• Organized and reliable; follows through consistently
  
• Curious and open to learning; asks questions and seeks clarity
  
• Comfortable navigating ambiguity and shifting priorities
  
• Team‑oriented; collaborates well across functions

Additional Benefits:

Benefits at a glance

At AireXpert, we’re committed to the wellbeing and success of our team. We are proud to offer benefits that help you to feel and do your best.

Time off to rest and recharge

At our company, we prioritize giving employees ample time to rest and recharge because we understand that well‑rested individuals are more productive, creative, and engaged in their work. This approach not only enhances the quality of their output but also fosters a positive work environment, contributing to overall job satisfaction and employee well‑being. Life is about more than work.

ESOP - Employee share ownership

At AireXpert, we embrace the Employee Stock Ownership Plan (ESOP) as it fosters a culture of ownership and commitment among employees, encouraging them to contribute more meaningfully to the company's success. By having a stake in the business, employees are more likely to be invested in its growth and performance, aligning their personal goals with the long‑term objectives of the company.

Providing healthcare coverage to employees demonstrates a company's commitment to their well‑being and job satisfaction, fostering a supportive and productive work environment. We've found that it helps to attract top talent, enhance employee retention, and reduce absenteeism due to health‑related issues.

401K with company match

AireXpert makes a meaningful contribution to our employees' futures by offering a robust 401(k) plan. This not only demonstrates our investment in their long‑term financial security and well‑being but also enhances employee satisfaction and loyalty, as they know we are equally invested in their success beyond the workplace.