Customer Excellence Specialist

Summary

Join ICEYE, a global leader in SAR satellite operations, as a Customer Excellence Specialist in the APAC region. Based in Manila, Philippines, this remote position is crucial for ensuring seamless delivery of satellite data to customers. You will manage orders, conduct feasibility studies, plan satellite resources, and perform quality control. Strong communication skills and a background in geography, remote sensing, or a related field are essential. This role involves shift work and offers opportunities for professional development.

Requirements

• Bachelor's degree in Geography, Remote sensing, Aerospace, or a related field
• Proven experience in customer excellence or account management roles
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills in English

Responsibilities

• Oversee the entire order process, from submission to the delivery of the final product
• Prepare comprehensive feasibility studies for satellite imagery, ensuring customer requirements are met
• Plan satellite resources for capturing Synthetic Aperture Radar (SAR) images
• Perform SAR image quality control to maintain high standards
• 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, ensuring effective communication and interaction
• Contribute to the enhancement of existing processes and documentation
• Report to management on key performance metrics and anomalies
• Maintain a thorough understanding of the company’s products, support, and services
• Serve as the point of contact for APAC governmental contracts and commercial clients
• Conduct feasibility studies and effectively communicate results to customers
• Build and maintain trusted relationships with customers, serving as a key contact for order-related queries
• Coordinate and conduct service training for both internal and external customers
• Monitor order progress closely, proactively identifying and resolving potential issues
• Satisfy internal and external reporting needs by providing accurate Key Performance Indicators (KPIs)

Benefits

• A job that matters in a dynamic Earth Observation environment with a scale-up approach
• An independent role with a supportive and diverse work environment
• Time for self-development, research, training, conferences, or certification schemes
• Diversity, equity, and inclusion