• Serve as the primary administrator and platform owner for Salesforce Service Cloud and Experience Cloud.
• Manage users, roles, profiles, permission sets, queues, groups, sharing settings, and access controls.
• Configure and maintain case record types, case layouts, Lightning pages, fields, validation rules, assignment rules, escalation rules, and support processes.
• Maintain the health, usability, security model, and data quality of the Salesforce support environment.
• Manage sandbox environments, configuration changes, release documentation, and user support.
• Troubleshoot issues, resolve user requests, and provide guidance to internal teams.

• Design, configure, and enhance Service Cloud functionality for support, maintenance, sustainment, shipping, and product-specific workflows.
• Build custom case management processes for different teams, products, business units, and customer support models.
• Create and maintain Salesforce Flows, automations, approval processes, notifications, routing logic, and guided support processes.
• Partner with stakeholders to gather requirements and translate business needs into scalable Salesforce solutions.
• Support the onboarding of new products, teams, and operational workflows into Service Cloud.
• Recommend improvements to case management, support operations, customer communications, and internal workflows.

• Own the design, administration, and continued evolution of the Salesforce customer community portal.
• Manage customer-facing portal functionality, access, navigation, content visibility, case submission, documentation access, asset tracking, communications, and support updates.
• Design new portal features as customer and business needs evolve.
• Partner with support and customer-facing teams to improve how customers engage with support teams and access relevant information.
• Ensure portal functionality aligns with internal support workflows, security requirements, and customer experience goals.

• Build and maintain reports and dashboards for support operations, case performance, shipping workflows, maintenance activity, sustainment metrics, asset-related support, and executive visibility.
• Define and maintain key metrics, reporting structures, data standards, and dashboard requirements.
• Support data quality, data cleanup, imports, exports, and ongoing data governance.
• Partner with stakeholders to improve visibility into support trends, case volume, response performance, customer engagement, and operational bottlenecks.
• Roadmap and Stakeholder Management
  Own and maintain the roadmap for Salesforce Service Cloud and Experience Cloud enhancements.
• Prioritize system requests in partnership with business, IT, support, and operational stakeholders.
• Document requirements, configuration decisions, process designs, and release notes.
• Train users and create documentation for new features, workflows, reports, and portal capabilities.
• Coordinate with external Salesforce consultants, developers, or implementation partners when larger technical projects require additional support.
• Serve as the bridge between business teams and technical resources for Salesforce-related initiatives.

• 5+ years of hands-on Salesforce administration, business systems, CRM, or support-platform experience.
• Strong experience administering and configuring Salesforce Service Cloud.
• Experience with case management, queues, routing, escalation rules, assignment rules, record types, page layouts, and Lightning pages.
• Experience building Salesforce automation using Flow.
• Experience creating Salesforce reports and dashboards.
• Experience managing users, permissions, roles, profiles, permission sets, and sharing settings.
• Ability to gather business requirements and translate them into scalable Salesforce solutions.
• Strong understanding of Salesforce configuration best practices.
• Experience supporting multiple teams, business units, or product lines within a single Salesforce environment.
• Strong communication skills and ability to work with technical and non-technical stakeholders.
• Ability to independently manage priorities, troubleshoot issues, and drive platform improvements.
• U.S. citizenship required due to potential access to CUI, ITAR-controlled technical data, export-controlled information, and customer/program-restricted information.

• Experience with Salesforce Experience Cloud, Customer Community, or customer portal administration.
• Experience supporting support operations, maintenance, sustainment, logistics, shipping, asset tracking, field support, or RMA-related workflows.
• Experience with Salesforce Knowledge, Entitlements, Milestones, SLAs, Macros, Omni-Channel, or Digital Engagement.
• Experience designing customer-facing portal experiences.
• Experience with Salesforce data governance and reporting strategy.
• Experience working with external Salesforce implementation partners or developers.
• Familiarity with Apex, Lightning Web Components, APIs, integrations, or the ability to manage technical Salesforce development work.
• Experience in aerospace, defense, manufacturing, hardware, robotics, logistics, or complex technical product environments.

• Salesforce Administrator
• Salesforce Advanced Administrator
• Salesforce Platform App Builder
• Salesforce Service Cloud Consultant
• Salesforce Experience Cloud Consultant
• Salesforce Platform Developer I, preferred but not required

• Serve as the primary on-site customer success and support lead for Shield AI aircraft products and services in Greece.
• Own intake, triage, coordination, and follow-through for customer feedback, service needs, technical issues, operational support requests, and recurring customer concerns.
• Coordinate cross-functional support workflows across Product Support, Sustainment, Engineering, Flight Operations, Product Delivery, Program Management, Logistics, Business Development, and Customer Success.
• Build trusted customer relationships by maintaining clear communication, setting expectations, following through on commitments, and escalating issues with urgency.
• Advocate for the customer within the Aircraft Division, ensuring field feedback, operational needs, and mission requirements inform product, support, sustainment, and service priorities.
• Support integration of Shield AI aircraft products and services into customer fleets, operating models, training environments, maintenance processes, and mission workflows.
• Track customer health indicators, including issue resolution time, support responsiveness, operational readiness, adoption, satisfaction, recurring concerns, and support trends.
• Identify blockers, risks, and gaps that could affect customer readiness, mission success, product adoption, or long-term sustainment.
• Assist with sustainment program development to ensure customer support models, logistics flows, spares planning, training needs, and service processes meet operational requirements.
• Facilitate shipping, logistics, field support, maintenance coordination, and service execution for customer sites.
• Provide customer-specific insights, operational context, atmospherics, and engagement updates to Account Executives, Program Managers, Business Development, Product, and Sustainment teams.
• Support customer reviews, operational updates, lessons learned, readiness discussions, issue reviews, and recurring engagement rhythms.
• Ensure customer issues are documented, prioritized, communicated, and driven to closure through the appropriate support, engineering, sustainment, or program channels.
• Help customers move from initial product integration to sustained operational use, repeatable support processes, and long-term mission success.
• Represent Shield AI professionally in customer-facing, international, operational, and high-pressure environments.

• 5+ years of experience in customer success, customer service, technical support, field support, aviation operations, defense technology, operations, product support, or related mission-critical environments.
• Experience supporting technology integration efforts at the fleet, service, operational unit, or enterprise level.
• Experience working directly with military, government, defense, aviation, or mission-critical technology customers.
• Experience supporting international customers or operating in multilingual, cross-cultural, or geographically distributed environments.
• Strong customer-facing communication skills, with the ability to build trust, manage expectations, communicate clearly, and remain composed in high-pressure situations.
• Strong cross-functional coordination skills across technical, operational, programmatic, logistics, sustainment, and customer-facing teams.
• Ability to coordinate issue resolution across multiple stakeholders without direct authority.
• Ability to translate customer needs, field feedback, and operational issues into clear actions, priorities, risks, and escalation paths.
• Ability to operate effectively in customer-site, field, headquarters, and remote coordination environments.
• Strong ownership, follow-through, judgment, professionalism, and discretion in customer-facing situations.
• Ability to manage ambiguity, changing priorities, operational urgency, and customer-sensitive issues with discipline and maturity.

• Experience working with commercial, government, military, or defense organizations in Greece.
• Modern Greek and English language skills; additional relevant foreign language skills preferred.
• Experience with Group 3–5 UAS products, aircraft operations, aviation sustainment, aircraft integration, defense technology, or fielded autonomous systems.
• Experience supporting deployed operations, field service, customer training, operational readiness, product integration, or sustainment activities.
• Familiarity with ITAR, export compliance, export-controlled technical data, or controlled technology considerations in customer interactions.
• Familiarity with customer success, CRM, issue tracking, logistics, sustainment, reporting, or support management tools.
• Experience working with program management, business development, engineering, logistics, and sustainment teams in support of international defense customers.

• Help build the defining defence technology company of this century.  
• Work at the forefront of AI, autonomy, and next-generation defence systems.  
• Operate in a highly entrepreneurial and mission-driven environment.  
• Make a direct impact on international growth and strategic defence partnerships.  
• Collaborate with exceptional teams solving some of the world’s most complex operational challenges. 

Shield AI is seeking a Customer Success Manager in Greece to serve as the primary customer-facing lead for aircraft product and service integration, operational support coordination, and long-term customer success. This role will be the customer’s first touchpoint for support needs, technical issue coordination, feedback intake, service execution, and cross-functional follow-through across Shield AI aircraft product lines.

The Customer Success Manager will work closely with customers, Program Management, Product Management, Engineering, Flight Operations, Product Delivery, Sustainment, Logistics, Business Development, and Fleet Support to ensure customers are supported, issues are resolved with urgency, and Shield AI products are positioned to deliver sustained mission impact.

This role requires strong customer judgment, operational discipline, technical fluency, and the ability to coordinate across functions without direct authority. The ideal candidate has experience supporting military, government, international, aviation, UAS, or mission-critical technology customers and can operate effectively in field, operational, headquarters, and cross-cultural environments.

Shield AI is seeking a Senior Manager, Customer Success to establish, lead, and scale the Aircraft Division Customer Success function supporting V-BAT and X-BAT customers. This leader will manage a team of Customer Success Managers and ensure customers achieve sustained mission value, operational readiness, product adoption

The Senior Manager will define the Customer Success strategy, operating model, organizational structure, performance expectations, and engagement standards for U.S. government, allied defense, and strategic commercial customers. This role requires a leader who can build a high-performing customer-facing team while remaining directly engaged with complex, high-priority, and strategically sensitive accounts.

This position will also lead the Aircraft Division Critical Accounts Program, establishing the governance and operating discipline required to identify customer risk early, coordinate cross-functional recovery, maintain executive visibility, and drive issues to measurable closure. The Senior Manager will serve as a senior customer advocate and ensure customer challenges result in lasting improvements across product, operations, training, sustainment, and support.