Customer Excellence Specialist

About the role

ICEYE is the world leader in sovereign intelligence from space. We deliver persistent monitoring capabilities to detect and respond to changes in any location on Earth. ICEYE owns the world's largest and most advanced SAR (synthetic aperture radar) satellite constellation. To our customers we provide intelligence with unmatched quality, latency and revisit times, in any weather, day or night. To governments who choose to operate their own constellation we provide this proven capability as a sovereign system. ICEYE-built constellations serve customers in defence and intelligence, environmental monitoring, insurance and emergency management. We enable fast decisions that contribute to a safer future. Founded and headquartered in Finland, ICEYE operates globally with over 1000 employees across Europe, North America, the Middle East, and Asia-Pacific. Your day-to-day responsibilities Regular Customer Excellence Responsibilities Order Management: 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. 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. Serve as a vital interface between clients and ICEYE, ensuring effective communication and interaction. Process Improvement: Contribute to the enhancement of existing processes and documentation. Report to management on key performance metrics and anomalies. Product Knowledge: Maintain a thorough understanding of the company'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 effectively communicate results to customers. 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 both internal and external customers. Monitor order progress closely, proactively identifying and resolving potential issues. Reporting: Satisfy internal and external reporting needs by providing accurate Key Performance Indicators (KPIs).

Requirements

• Bachelor's degree in Geography, Remote Sensing, Aerospace, or a related field.
• Proven experience in a customer excellence, account management, or customer-facing operations role.
• Strong analytical and problem-solving skills,Excellent written and verbal communication skills in English.
• Availability for shift work (no night shifts required).
• Working at ICEYE
• How We Work (Our Values)
• Make the impossible possible: We set ambitious goals and stay calm under pressure. We bring grit, optimism, and ownership when things get hard, and we keep moving until we find a way.
• Be curious: Go deep, ask questions, listen carefully, and think critically. Understand the "why" behind decisions.
• See the big picture: Stay close to what's happening across the company so you can make better decisions. Consider how your work affects others.
• Drive effective teamwork: Create psychological safety, invite different perspectives, and build inclusive teams. There are no bad questions.
• Act as one team: We win together. We match tasks to the right owner and stay agile as priorities shift.
• Have fun: What we do matters-and it should be enjoyable. Celebrate progress, take pride in results, and share the wins.

Benefits

Additional Information

Role highlights Customer Excellence Specialist Location: Mexico, Chile, or Colombia Department: Customer Excellence Reports to: Senior Customer Excellence Manager Employment type: Permanent Workplace model: Remote Employment is subject to applicable security screening (incl. SUPO, where required) Why this role matters As a Customer Excellence Specialist, you'll be the vital link between ICEYE's SAR satellite capabilities and our customers across the LATAM region - ensuring every order, from submission to final delivery, runs smoothly and every customer interaction leaves a lasting impression.

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