Customer Excellence Specialist

As a Customer Excellence Specialist, you’ll serve as the critical link between ICEYE’s SAR satellite capabilities and customers across the LATAM region, ensuring seamless order processing and exceptional customer interactions.

Your Day-to-Day Responsibilities

Order Management:

• Oversee the entire order process, from submission to delivery of the final product.
• Prepare comprehensive feasibility studies for satellite imagery to meet customer requirements.

Satellite Resource Planning:

• Plan satellite resources for capturing Synthetic Aperture Radar (SAR) images.
• 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.
• Act as the primary interface between clients and ICEYE, ensuring effective communication.

Process Improvement:

• Contribute to enhancing existing processes and documentation.
• Report to management on key performance metrics and anomalies.

Product Knowledge:

• Maintain a thorough understanding of ICEYE’s products, support, and services.

Account Management Responsibilities:

Governmental and Commercial Contracts:

• Serve as the point of contact for governmental contracts and commercial clients.
• Conduct feasibility studies and communicate results effectively to customers.

Relationship Building:

• Build and maintain trusted relationships with customers as the 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) for internal and external reporting needs.

What We’re Looking For

• A Bachelor’s degree in Geography, Remote Sensing, Aerospace, or a related field.
• Proven experience in customer excellence, account management, or customer-facing operations.
• Strong analytical and problem-solving skills, with excellent written and verbal communication skills in English.
• Availability for shift work (no night shifts required).