Customer Excellence Specialist

Overview

• Location: Seoul, Korea OR Singapore OR New Delhi, India
• Department: Customer Excellence – Data
• Reports to: Customer Excellence Manager
• Employment type: Permanent
• Work model: Hybrid (shift-based including 1 weekend shift per month, no night shifts)
• Employment is subject to applicable security screening (incl. SUPO, where required).

CUSTOMER EXCELLENCE SPECIALIST

WHY THIS ROLE MATTERS

Deliver seamless, high-quality customer experiences across 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 our satellite operations, product, and analytics teams to make sure every delivery meets ICEYE’s world-class standards and customer expectations.

WHO WE ARE

• 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.
• Plan satellite resources for capturing Synthetic Aperture Radar (SAR) images.
• Perform SAR image quality control to maintain high standards.
• 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.
• Contribute to the enhancement of existing processes and documentation.
• Report to management on key performance metrics and anomalies.
• Maintain a thorough understanding of the company’s products, support, and services.
• Serve as the point of contact for APAC governmental contracts and commercial clients.
• Conduct feasibility studies and effectively communicate results to customers.
• Build and maintain trusted relationships with customers, serving as a key contact for order-related queries.
• Coordinate and conduct service training for both internal and external customers.
• Monitor order progress closely, proactively identifying and resolving potential issues
• Satisfy internal and external reporting needs by providing accurate Key Performance Indicators (KPIs).

ICEYE is the global leader in synthetic aperture radar (SAR) satellite operations for Earth Observation, persistent monitoring, and natural catastrophe solutions. We own and operate the world’s largest SAR constellation, acquiring images of Earth at any time — even through clouds or darkness — to help commercial and government partners make data-driven decisions.

Our satellites and analytics support critical sectors, including maritime, disaster management, insurance, and finance. ICEYE’s mission is to improve life on Earth by becoming the global source of truth in Earth Observation.

Headquartered in Finland, ICEYE operates from offices in five international locations and employs over 600 people from nearly 60 countries, united by our passion for innovation, teamwork, and impact.

YOUR DAY-TO-DAY RESPONSIBILITIES

Regular Customer Excellence Responsibilities

Order Management:

Satellite Resource Planning:

Customer Interaction:

Process Improvement:

Product Knowledge:

Governmental and Commercial Contracts:

Relationship Building:

Training and Progress Monitoring:

Reporting: