Customer Excellence Specilaist

Why should you work for us?

ICEYE is at the cutting edge of new technology and we are continuing to build and operate our commercial constellation of SAR satellites. Working with ICEYE, you will be part of making the impossible possible, whilst shaping the Earth Observation industry. You will work with varied, diverse and engaged colleagues to further the ICEYE mission. At ICEYE we realize that without great people we can not succeed, therefore you will be an integral, valued and appreciated colleague, with the ability to directly shape the vision and direction of the business. 

We actively support Continuous Professional Development, and will provide access to a range of avenues to allow you to succeed, including courses, training and attendance at conferences. ICEYE is a place where your development, your growth and your success is a priority. 

What is the role? 

We are seeking a dynamic and detail-oriented professional to join our team as a Customer Excellence Specialist for the EMEA region based in Kyiv, Ukraine. This role is crucial in ensuring the seamless delivery of satellite radar data to our customers, and managing orders from submission to final product delivery. The role requires proactive problem-solving and the capacity to handle various scenarios autonomously. The ideal candidate will have a background in geography, remote sensing, aerospace, or related fields, along with exceptional communication skills in English and Ukrainian. This role involves shift work without night shifts.

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 EMEA 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).

Employment is subject to applicable security screening (incl. SUPO, where required)

Requirement: 

• 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 and Ukrainian