3 min read
When John Koci talks with customers about aviation maintenance, he's not speaking from theory. He's speaking from experience.
As Director of Customer Success at Veryon, John works closely with operators around the world to help them get the most value from their technology investments. But long before he was guiding customers through adoption, process improvement, and operational optimization, he was facing many of the same challenges they manage today.
His aviation career began in the U.S. Air Force as an F-16 Crew Chief, supporting missions during Operation Iraqi Freedom, Operation Noble Eagle, and the Global War on Terrorism. The work demanded precision, accountability, and a relentless focus on readiness.
"Aviation teaches you that details matter," says John. "Whether you're on the flightline making sure your jet is fully mission capable or preparing your business aircraft for an international trip, people are relying on you to get it right."
After his military service, John received his A&P License and transitioned into corporate aviation, joining a Fortune 200 flight department where he served as Maintenance Manager for a Gulfstream G550 and Flight Engineer supporting international operations. Like many maintenance professionals, he spent his days balancing maintenance requirements, operational schedules, compliance obligations, and the inevitable surprises that come with keeping aircraft flying and working with C-Suite executives.
Those experiences continue to shape how he approaches his role today as Director of Customer Success at Veryon.
John leads a team of Customer Success Managers who support Veryon Tracking and Tracking+ customers across the globe. While software plays an important role in every customer relationship, he believes success ultimately comes down to something more fundamental: understanding what customers are trying to accomplish and helping them get there.
"As I said, the details matter in Aviation, and at Veryon, those details are in the data. Technology should make people's jobs easier," he says. "But every operation is different. To really help customers succeed, you have to understand their goals, their challenges, and how they actually work day to day."
That philosophy sits at the center of Veryon's Fleet Performance Partnership.
The program was built on the belief that customer success requires more than access to software. Aviation organizations need a partner that understands the operational realities they face and can provide guidance throughout their journey, from onboarding and training to adoption, optimization, and long-term success.
For John, that's one of the things that makes the program so valuable.
"There are plenty of technology providers in the industry," he says. "What customers often need is someone who can connect the technology to the outcome they're trying to achieve. That's where aviation experience becomes so important."
One area John is particularly passionate about is user adoption.
Many aviation organizations invest in technology with a clear vision for what they want to achieve, but realizing that value requires more than implementation. It requires helping users build confidence in the platform, establishing new habits, and making sure teams understand how the technology fits into their daily workflows.
"Software only creates value when people use it," says John. "You can have great technology, but if users aren't taking advantage of its capabilities or don't understand how it can help them do their jobs more efficiently, you're never going to see the full benefit."
That's why user adoption is such a key focus of the Fleet Performance Partnership. Through onboarding, training, regular business reviews, and ongoing engagement, John's team works closely with customers to ensure they're not only using the platform, but using it in ways that help them achieve meaningful operational improvements.
The goal isn't simply to get customers live on a system. It's to help them solve problems, streamline processes, build and maintain lasting relationships with the customer, and create lasting value for their organization.
Whether a customer is looking to improve maintenance visibility, standardize workflows across multiple locations, reduce administrative workload, or uncover new opportunities for efficiency, John's team works alongside them to help make those goals a reality.
In many ways, the role isn't all that different from the positions he's held throughout his career.
Maintenance has always been about solving problems, improving efficiency, and keeping operations moving forward. Today, the tools may look different, but the objective remains the same.
"A lot of our customers are managing complex operations with limited time and resources," says John. "If we can help them simplify a process, save time, or get more value from the systems they're already using, that's a win."
A Magna Cum Laude graduate of Embry-Riddle Aeronautical University, John holds a bachelor's degree in Technical Management and Occupational Health & Safety with a minor in Aviation Management. He is also a Gulfstream G550 Master Technician and has completed Google's AI certification program, reflecting his commitment to staying at the forefront of emerging technologies shaping aviation maintenance. Combined with his military and corporate aviation background, those experiences give him a unique perspective on the challenges maintenance teams face and the practical solutions that can help address them.
But ask John what matters most, and the answer is simple.
It's helping customers succeed.
"When our customers are achieving their goals, improving their operations, and getting real value from the partnership, that's what we're here for," he says.
It's a mindset that reflects the broader mission of the Fleet Performance Partnership. By combining innovative technology with people who understand aviation firsthand, Veryon helps customers move beyond implementation and toward lasting operational success.
Because great technology is important. But in aviation, it's the expertise behind it that often makes the difference.
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