Implementation Specialist

Bridger provides aerial wildfire surveillance, relief and suppression, and aerial firefighting services using next-generation technology and environmentally friendly and sustainable firefighting methods primarily throughout the United States and Canada, as well as airframe modification and integration solutions for governmental and commercial customers. Our mission is to save lives, property and habitats threatened by wildfires, leveraging our high-quality team, specialized aircraft, and innovative use of technology and data. We are meeting an underserved and growing need for next-generation full-service aerial firefighting platforms.

Ignis Technologies is a Bozeman, Montana-based software company built by wildland firefighters, for wildland firefighters, and operates as a Bridger Aerospace company. Founded on the principle that firefighters deserve the best technology available, Ignis develops practical systems to communicate, distribute, and visualize real-time fire intelligence to the crews and commanders who need it most. Their flagship platform, IGNIS Connect, addresses a longstanding gap in wildland fire operations the lag between what aerial assets observe and what ground personnel can act on with an explicit mission of reducing the lives, communities, and natural habitats lost to wildland fire.

The Implementation Specialist will serve as the primary bridge between Ignis Technologies (ignistech.io) and its federal, state, tribal and municipal partners, supporting the deployment, configuration, and adoption of the IGNIS platform across wildland fire operations.

The Customer Success Implementation Specialist is responsible for ensuring customer organizations successfully onboard, implement and find value in our software applications. Our products are currently focused on providing mobile and web-based common operating pictures (COP) for responders and managers in the wildland fire space.

By providing responsive support and building valued relationships, the Customer Success Implementation Specialist seeks to eliminate churn and position accounts for expansion.

As our product features and customer base expands, you will progressively build new and innovative ways to ensure implementation and ROI. These include:

• Establishing client organizational structure
• Provisioning initial user roles per customer needs
• Maintaining customer contacts in our CRM platform
• Building and maintaining accurate and current training documentation
• Escalating issues as required to leadership
• Training – both virtually and in-person
• Technical Support
• Relationship Nourishment

You will be an expert in our products and how they solve customer problems. You will be expected to use this expertise to occasionally support sales functions and will train both customers and internal partners.

This role will require significant travel, weighted heavily towards the early and mid-fire season (March – September).

This role may require operating in the immediate vicinity of wildland fire. You may be required to achieve a “red card” certification, which requires passing the Interagency Work Capacity Test (“Pack Test”), requiring the ability to walk 3 miles on level terrain carrying 45 pounds of weight in 45 minutes.

This role will act as an advocate for our customer base, communicating and evaluating feature requests to the Product team.

You will be required to track and maintain performance metrics tailored to implementation efforts, and time to value.

You will initially perform these responsibilities as a contributor, with the potential to transition to managing their execution by subordinates as the customer base grows.

• Create Implementation Plans based on classification that define implementation milestones and success criteria; obtain customer sign-off when criteria are achieved.
• Define and track risk factors that provide early insights on churn potential; execute get-well plans where required.
• Identify and promote opportunities to expand contract value through additional use cases or by upselling features.

• Develop and deliver product training tailored to the customers’ primary use case, to include field training and ride-alongs on incidents as required.

• Perform scheduled and routine check-ins to address implementation frictions, promote value and track milestone achievement.

• Develop secondary and tertiary champions to mitigate risks associated with personnel movement/terminations.

• Implement and utilize the tooling required to track customer issues to resolution.

• Establish and curate documentation or methods for self-help.

• Rapidly resolve issues related to improper usage, documentation, or training gaps.

• Document and assess the impact of reported bugs; escalate issues that pose high contractual or reputational risk.

• Perform post-implementation support to customers to ensure account health as well as adherence to commitments and timelines made during implementation.

• Attend conferences and events widely attended by our customer base

• Look for ways to improve customer outcomes by understanding their unique needs, missions, and resources

• Track and report metrics associated with implementation, including time-to-provisioning, time-to-training, and time-to-adoption.

• Track and report metrics associated with technical support, to include time-to-response and time-to-resolution

• Assist the sales function in reporting of metrics associated with churn cause

• 1+ years utilizing a ticketing or CRM system
• 1+ years providing technical customer support
• 1+ years as an implementation Specialist or similar CS role
• Ability to travel extensively, to include periods that may exceed 50% of a given month
• Must be legally authorized to work in the United States without the need for employer visa sponsorship now or in the future

• Experience in an organization during its early growth stage
• Experience working both administrative tasks and in the field simultaneously
• Experience in wildland fire operations
• Experience using dynamic common operating picture solutions in field environments
• Experience using datalinks or integrations for inter-system data exchange
• Familiarity with industry geospatial systems and file standards