Customer Excellence Specialist

ICEYECustomer Excellence Specialist LocationSantiago; Brazil; Colombia; MexicoEmployment TypeFull timeLocation TypeRemoteDepartmentDataRole highlightsCustomer Excellence SpecialistLocation: Mexico, Chile, or ColombiaDepartment: Customer ExcellenceReports to: Senior Customer Excellence ManagerEmployment type: PermanentWorkplace model: RemoteEmployment is subject to applicable security screening (incl. SUPO, where required)Why this role mattersAs 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.Who We AreICEYE 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 responsibilitiesRegular Customer Excellence ResponsibilitiesOrder 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 ResponsibilitiesGovernmental 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).What we’re looking forBachelor’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 ICEYEAt ICEYE, you’ll join a diverse and highly engaged team united by the ambition to make the impossible possible. As a global scale-up, we combine speed and ambition with the opportunity to take real ownership from day one. Your growth, wellbeing, and success are a priority, with continuous professional development, training...