Customer Excellence Specialist - LATAM

About the role

ICEYE, a Finnish company delivering SAR satellite intelligence to customers in defence, intelligence, environmental monitoring, insurance and emergency management, is hiring a Customer Excellence Specialist for Mexico, Chile or Colombia. The role reports to the Senior Customer Excellence Manager and is fully remote; employment is subject to applicable security screening. It covers the full order process, from submission to final delivery, and acts as the main link between ICEYE's satellite capabilities and its LATAM customers.

Key responsibilities

• Order management: oversee the order process from submission to delivery, and prepare feasibility studies for satellite imagery
• Satellite resource planning: plan SAR image capture and perform image quality control
• Customer interaction: resolve inquiries and complaints, and work with satellite operators, sales, analytics and product software teams
• Process improvement: improve processes and documentation, and report key performance metrics and anomalies to management
• Account management: act as contact for governmental and commercial contracts, run feasibility studies and build trusted customer relationships
• Training and progress monitoring: coordinate service training for internal and external customers and monitor order progress
• Reporting: provide accurate KPIs to internal and external stakeholders

Required profile

• Bachelor's degree in Geography, Remote Sensing, Aerospace or a related field
• Proven experience in customer excellence, account management or customer-facing operations
• Strong analytical and problem-solving skills
• Excellent written and verbal English
• Availability for shift work (no night shifts required)