Customer Excellence Specialist

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Customer Excellence Specialist

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ROLE HIGHLIGHTS:

\* Customer Excellent Specialist

\* Location: Espoo, Finland

\* Department: Data

\* Reports to: Senior Customer Excellence Manager

\* Employment type: Permanent

\* Workplace model: Hybrid

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

WHY THIS ROLE MATTERS

We are seeking a dynamic and detail-oriented professional to join our team as a Customer Excellence Specialist for the EMEA region. 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. This role involves shift work without night shifts.

WHO WE ARE

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

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).

WHAT WE’RE LOOKING FOR

Must haves:

\* Bachelor's degree in Geography, Remote sensing, Aerospace, or a related field.