Implementation Specialist – Customer Success

Front Door Defense; Leesburg (VA); Hybrid; USD 70,000 - 125,000; Full time

Benefits offered by this job

Bonus potential 5-10%

Job summary

Front Door Defense is seeking an Implementation Specialist – Customer Success to lead field deployments of aviation IoT solutions. You will manage end-to-end implementations, coordinate with vendors, install and configure hardware, and train customers for ongoing use.

This remote-eligible role requires travel around 70% and strong project management, communication, and problem-solving skills. You will collaborate with engineering and support teams to ensure regulatory and safety standards are

Qualifications

• 3–5 years in technical implementation or customer success.
• On-site hardware installation experience.
• Willingness to travel ~70% of the time.
• Ability to obtain security clearance.

Responsibilities

• Lead end-to-end implementation projects for aviation IoT solutions.
• Coordinate with internal teams and third-party vendors.
• Provide training and support to customers on deployed solutions.
• Document site design and installation details for deliverables.

Skills

Project management

IoT installation

Fiber optic cabling

TCP/IP networking

Communication

Travel readiness

Security clearance

Education

Engineering degree

IT/Networking degree

Job description

Implementation Specialist – Customer Success - Remote Eligible

Lead end-to-end implementation projects for aviation IoT solutions from onboarding to deployment

Location: Leesburg, Virginia

Compensation: $70,000 - 125,000 USD / year

About The Role

Implementation Specialist – Customer Success

The Implementation Specialist – Customer Success is a hands-on, multi-functional role responsible for ensuring the successful deployment and integration of IoT solutions for aviation-related applications. This role involves direct customer interaction, project management, technical installations, and oversight of subcontractors. The Implementation Specialist will execute field installations, configure IoT equipment, manage third-party contractors for electrical and network installations, and provide ongoing customer support to ensure seamless experience. This position requires a problem-solver with expertise in hardware installations, network configuration, and project execution in dynamic aviation environments, including air traffic control towers and aircraft tracking applications.

Duties and Responsibilities

• Act as the primary point of contact for customers throughout the implementation process, ensuring a smooth and efficient deployment.
• Manage end-to-end implementation projects, including scheduling, logistics, and coordination with internal teams and third-party vendors.
• Maintain open and clear communication with customers to ensure their requirements are met, and expectations are exceeded.
• Develop the site design for installation of our common product and document in a detailed statement of work (SOW) for third-party vendors.
• Perform final quality test and physical inspection of third-party vendors against documented site design.
• Provide training and support to customers to ensure they can effectively use the deployed IoT solutions.
• Willingness and ability to cross-train team members on specialized skills to improve overall team effectiveness.

Field Installation & Technical Configuration

• Conduct and document site surveys to capture the site design required to install the necessary receivers, networking equipment, displays, power, and communications in accordance with local and/or Federal standards.
• Perform on-site installations of small-form-factor IoT devices for aircraft tracking and command/control connectivity.
• Install and configure monitors, networking equipment, and fiber optic cabling in air traffic control towers or other aviation-related facilities.
• Conduct light IT configurations, including device setup, network integration, and troubleshooting of connected hardware.
• Ensure all installations meet regulatory and safety compliance standards.
• Provide robust documentation of site design and site installations for customer deliverables and internal support.

Vendor & Subcontractor Management

• Oversee subcontractors performing electrical, fiber optic, and network infrastructure installations.
• Coordinate work schedules, quality assurance, and compliance with technical specifications.
• Review contractor performance and ensure adherence to project deadlines and budget constraints.

Technical Support & Troubleshooting

• Provide on-site and remote support for diagnosing and resolving installation-related technical issues.
• Collaborate with engineering teams to report and address system performance concerns.
• Develop and maintain documentation related to system configurations, troubleshooting guides, and best practices.

Required Skills and Abilities

• Strong project management skills with experience in implementation, deployment, or customer success roles.
• Hands-on experience with installing and configuring IoT devices, network equipment, and related infrastructure.
• Familiarity with fiber optic and network cabling, including running, terminating, and testing installations.
• Basic IT and networking knowledge, including TCP/IP, firewall configurations, and device connectivity troubleshooting.
• Excellent verbal and written communication skills, with the ability to interact effectively with customers, vendors, and internal teams.
• Ability to work independently and manage multiple projects simultaneously.
• Problem-solving mindset with a proactive approach to addressing customer needs.
• Willingness to travel as needed (70% on average) for on-site installations and customer support. During peak short duration program times, this figure may be exceeded.
• Ability to pass background checks in order to obtain security clearance from Department of Transportation for access to airport facilities and sensitive information.
• Must be a US Citizen or permanent Resident.

Education and Experience

• Associate's or Bachelor's degree in Engineering, IT, Networking, Aviation, or a related field preferred.
• Minimum 3-5 years of experience in a technical implementation, field service, or customer success role.
• Direct installation experience of hardware in various indoor/outdoor environments is a plus.
• Experience in aviation, IoT, or telecommunications is a plus.
• Project management certification (PMP or equivalent) is a plus.

Physical Requirements

• Ability to lift and carry up to 50 lbs.
• Comfortable working in field environments, including air traffic control towers, hangars, and outdoor installations.
• Ability to work at heights, use ladders, and perform physical tasks associated with installations.
• Must be able to pass required safety training and, if applicable, certification for tower or elevated work.
• Prolonged periods of standing, kneeling, or working in confined spaces as needed for installation work.

Climbing / Working at Heights Requirement

• Climb ladders, towers, scaffolding, and similar structures as required.
• Work at heights exceeding 24 feet.
• Use fall protection equipment, including harnesses and tie-off systems.
• Maintain balance and coordination while working in elevated or outdoor environments.
• Ascend and descend vertical structures multiple times per shift.
• Carry tools and equipment while climbing.

Salary Range: $70,000 - $125,000 Bonus Potential: 5% - 10%