Customer Excellence Specialist APAC

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Requirements:

• 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.

Responsibilities:

• 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).