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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 based in the UAE, you will manage the complete order-to-delivery process for ICEYE's satellite radar data products. You will serve as a critical interface between customers and internal teams, ensuring seamless, high-quality customer experiences across the region.
Key responsibilities include:
• Order Management: Oversee the entire order lifecycle 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 SAR image capture and perform quality control to maintain high standards.
• Customer Interaction: Resolve inquiries and complaints promptly. Collaborate with satellite operations, sales, analytics, and product teams to address project and customer issues. Serve as the vital interface ensuring effective communication.
• Relationship Building: Build and maintain trusted relationships with customers, particularly for APAC governmental contracts and commercial clients. Serve as the key contact for order-related queries.
• Process Improvement: Contribute to enhancement of 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 reports to the Customer Excellence Manager within the Customer Excellence – Data department. Work model is hybrid with shift-based scheduling, 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 Arabic
Key competencies:
- 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
