Mission Success Advisor at Firestorm in San Diego, CA

Job description

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. What You’ll Do Customer Success Leadership 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. Decision-Making Authority 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. Operational Readiness and Deployment Planning Recommend deployment strategies, training priorities, and sustainment plans. Coordinate deployment resources and support activities across multiple functional teams. Sustainment and Mission Support Strategy Recommend corrective actions and long-term sustainment improvements. Develop customer-specific support recommendations and operational roadmaps. Contribute to sustainment planning and lifecycle support initiatives. Cross-Functional Coordination 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. Voice of Customer and Continuous Improvement Lead Voice of Customer collection and analysis efforts. Translate operational feedback into actionable recommendat