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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, providing satellite imagery to commercial and government partners in maritime, disaster management, insurance, and finance sectors.
As a Customer Excellence Specialist, you will be the operational backbone ensuring seamless delivery of SAR imagery across the APAC region. You will manage the complete order-to-delivery process, balancing technical insight with proactive customer communication and operational precision.
Key responsibilities include:
• Order Management: Oversee the entire order process from submission through 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 quality control to maintain high standards.
• Customer Interaction: Resolve inquiries and complaints promptly. Serve as the vital interface between clients and ICEYE, collaborating with satellite operations, product, analytics, and sales teams to address issues.
• Relationship Building: Build and maintain trusted relationships with APAC governmental and commercial clients, serving as the key contact for order-related queries.
• Process Improvement: Contribute to enhancing existing processes and documentation. Report on key performance metrics and anomalies to management.
• Training & Monitoring: Coordinate service training for internal and external customers. Monitor order progress closely, proactively identifying and resolving potential issues.
• Reporting: Provide accurate KPIs to satisfy internal and external reporting needs.
The role is hybrid with shift-based work including one weekend shift per month (no night shifts). You will report to the Customer Excellence Manager within the Customer Excellence – Data department.
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
