About Vellox Group
Vellox Group brings five established aviation software businesses (Spidertracks, Air Maestro, Flight Vector, Complete Flight, and ADSoftware) together into one integrated platform. Our products cover operations, safety, dispatch, fleet tracking, and maintenance for air medical, charter, utility, and government operators, and increasingly for ground operators too.
Our customers fly and drive in high-stakes environments where compliance and safety aren't optional. We help them run tighter operations, make better decisions with their data, and spend less time fighting their tools. We're a global team of industry practitioners: former pilots, dispatchers, safety managers, and maintenance professionals working alongside product and engineering.
About the role
As an Implementation Specialist for the Ops & Safety Suite (formerly Air Maestro), you'll take new and existing customers from signed contract to confident, everyday use of the platform. You'll learn how each operator actually works (their flight operations, safety management system, document control, training, and compliance obligations) and turn that into a working configuration, a clear implementation plan, and users who know what they're doing on day one.
This is a full-time, remote role on the Professional Services team. You'll work closely with Support, Product, Engineering, Sales, and Account Management colleagues across several time zones. We're recruiting in Australia for this position.
What you'll do
Lead implementations
- Own Ops & Safety Suite implementations end to end, keeping projects on schedule and within scope.
- Build and run implementation plans: kickoff, discovery, configuration, testing, data migration, training, go-live, and handoff to Support.
- Track every project in our project management system and keep customer details current in the CRM.
Configure the platform around how customers operate
- Run discovery sessions to understand each customer's operational, safety, and compliance workflows.
- Translate those workflows into system configuration: forms, workflows, roles and permissions, reporting, and document structures.
- Configure, test, and refine the setup, and troubleshoot configuration issues before and after go-live.
- Scope custom functionality where needed and help write Statements of Work (SOWs) for custom development.
Train and enable users
- Deliver engaging training, remote and occasionally on-site, to audiences ranging from frontline crew to safety managers and administrators.
- Create guides, checklists, FAQs, and other materials that help customers succeed long after go-live.
- Help build out the Ops & Safety Suite training program and reusable onboarding content.
Be a trusted advisor
- Spot risks early and work them through with the customer before they become problems.
- Recommend best practices and optimization opportunities that improve adoption and outcomes.
- Support Sales during pre-sales with implementation expertise, technical walkthroughs, and demos, so what's sold is well scoped and deliverable.
Improve how we work
- Collaborate with Sales, Product, Support, Account Management, and Engineering for clean handoffs.
- Share customer feedback with Product and help improve our onboarding and implementation processes.
- Use AI-powered tools to streamline onboarding, automate routine work, and give customers faster, more accurate answers.
- Take on other duties as reasonably directed by the company.
What you bring
- Hands-on experience with Ops & Safety Suite (Air Maestro), as an administrator, implementer, or power user.
- Hands-on experience implementing SaaS software for customers: requirements gathering, configuration, testing, training, and go-live support.
- Strong analytical skills to map a customer's workflows and turn them into a sound system configuration.
- Clear, confident communication and training delivery, with users who range from frontline staff to executives.
- The ability to manage several projects at once, set expectations, and keep timelines moving.
- A customer-first mindset and the judgment to resolve issues promptly and escalate when needed.
- Strong technical aptitude and comfort learning new cloud-based platforms quickly.
- Familiarity with AI tools (such as generative AI assistants) and an openness to using them in your daily work to work faster and serve customers better.
- Comfort working remotely and independently, with the flexibility to adjust your schedule for customers and colleagues in time zones well outside your own.
Nice to have
- Background in aviation operations, air medical, flight or ground operations, or a related operational field.
- Working knowledge of Safety Management Systems (SMS), quality assurance, or regulatory compliance, particularly CASA requirements.
- Experience creating training content or e-learning materials.
- Experience with Jira, HubSpot, and Microsoft 365 (Teams, Outlook, Excel, SharePoint).
Working here
- Fully remote, with a global team and customers around the world.
- Flexible schedule: you'll regularly work with customers in time zones far from your own, so some sessions will fall early in the morning or late in the evening.
- Domestic and international travel: regular travel may be required depending on the size and complexity of each implementation.
- Real impact: our customers run air ambulances, rescue helicopters, and critical operations. The work you do helps them stay safe and compliant.
If you've helped customers get real value from complex software and want to do it in an industry that matters, we'd like to hear from you.
Vellox Group is an equal opportunity employer. We welcome applicants of all backgrounds and encourage you to apply even if you don't meet every "nice to have."