Customer Excellence Specialist

About the Role

Deliver seamless, high-quality customer experiences across the APAC region by managing the complete order-to-delivery process for ICEYE’s satellite radar data. As a Customer Excellence Specialist, you will ensure customers receive timely and accurate Synthetic Aperture Radar (SAR) imagery, balancing technical insight, proactive communication, and operational precision. You will work closely with satellite operations, product, and analytics teams to ensure every delivery meets ICEYE’s world-class standards and customer expectations.

Key Responsibilities

• Order Management: Oversee the entire order process from submission to final product delivery.
• Feasibility Studies: Prepare comprehensive feasibility studies for satellite imagery.
• Satellite Resource Planning: Plan satellite resources for capturing SAR images.
• Image Quality Control: Perform SAR image quality control.
• 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.
• Process Improvement: Contribute to enhancing existing processes and documentation. Report on key performance metrics and anomalies.
• Product Knowledge: Maintain a thorough understanding of ICEYE’s products, support, and services.
• Contract Management: Serve as the point of contact for APAC governmental contracts and commercial clients.
• Relationship Building: Build and maintain trusted relationships with customers, serving as a key contact for order-related queries.
• Training: Coordinate and conduct service training for internal and external customers.
• Progress Monitoring: Monitor order progress closely, proactively identifying and resolving potential issues.
• Reporting: Provide accurate Key Performance Indicators (KPIs) for internal and external reporting needs.

Requirements & Tech Stack

• 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 Hindu/Mandarin/Korean (depending on the location).

Key Competences

• Intellectual Firepower: Quickly grasps complex operational and technical information, translating it into clear customer communication.
• Passion & Work Ethic: Demonstrates consistent motivation, reliability, and ownership in a dynamic, fast-paced environment.
• Ownership & Action: Takes accountability for order performance and customer satisfaction.
• Team Player: Collaborates effectively with global colleagues and cross-functional teams.
• Integrity & Growth Mindset: Acts transparently, learns from challenges, and seeks continuous improvement.

Locations: Seoul, Korea OR Singapore OR New Delhi, India

Employment Type: Permanent

Work Model: Hybrid (shift-based including 1 weekend shift per month, no night shifts)

Subject to applicable security screening (incl. SUPO, where required).