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ICEYE is the global leader in synthetic aperture radar (SAR) satellite operations for Earth Observation. The company owns and operates the world's largest SAR constellation, acquiring satellite imagery to support critical sectors including maritime, disaster management, insurance, and finance.
As a Customer Excellence Specialist, you will deliver seamless, high-quality customer experiences across the APAC region by managing the complete order-to-delivery process for ICEYE's satellite radar data. You will ensure customers receive timely and accurate Synthetic Aperture Radar (SAR) imagery, balancing technical insight, proactive communication, and operational precision.
Your day-to-day responsibilities include:
• Order Management: Oversee the entire order process from submission to final product delivery. Prepare comprehensive feasibility studies for satellite imagery to ensure customer requirements are met.
• Satellite Resource Planning: Plan satellite resources for capturing SAR images and perform SAR image quality control to maintain high standards.
• Customer Interaction: Resolve customer inquiries and complaints promptly. Collaborate with cross-functional teams (satellite operators, sales, analytics, product software) to address project and customer-related issues. Serve as a vital interface between clients and ICEYE.
• Process Improvement: Contribute to enhancement of existing processes and documentation. Report to management on key performance metrics and anomalies.
• Product Knowledge: Maintain thorough understanding of the company's products, support, and services.
• Governmental and Commercial Contracts: Serve as the point of contact for APAC governmental contracts and commercial clients. Conduct feasibility studies and communicate results effectively.
• Relationship Building: Build and maintain trusted relationships with customers, serving as a key contact for order-related queries.
• Training and Progress Monitoring: Coordinate and conduct service training for internal and external customers. Monitor order progress closely, proactively identifying and resolving potential issues.
• Reporting: Provide accurate Key Performance Indicators (KPIs) to satisfy internal and external reporting needs.
The role reports to the Customer Excellence Manager and operates on a hybrid, shift-based schedule including one weekend shift per month (no night shifts). Employment is subject to applicable security screening.
REQUIREMENTS:
Must-haves:
• Proven experience in customer excellence or account management roles
• Strong analytical and problem-solving skills with attention to detail
• Bachelor's degree or practical experience in geography, remote sensing, or aerospace domains
• Excellent verbal and written communication in English and Hindi/Mandarin/Korean (depending on location)
Key Competences:
• Intellectual Firepower: Quickly grasp complex operational and technical information, translating it into clear customer communication
• Passion & Work Ethic: Demonstrate consistent motivation, reliability, and ownership in a dynamic, fast-paced environment
• Ownership & Action: Take accountability for order performance and customer satisfaction
• Team Player: Collaborate effectively with global colleagues and cross-functional teams
• Integrity & Growth Mindset: Act transparently, learn from challenges, and seek continuous improvement
