Customer Excellence Specialist - UAE

Job Description:

• Location:
  
  UAE

• 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).

Deliver seamless, high-quality customer experiences across UAE 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.

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.

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.

Governmental and Commercial Contracts:

• Serve as the point of contact for APAC 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).

Must haves:

• Proven experience in customer excellence or account management roles.

• Strong analytical and problem-solving skills with attention to detail.

• Bachelors degree or practical experience in geography, remote sensing, or aerospace domains.

• Excellent verbal and written communication in English and Arabic

Key Competences

• Intellectual Firepower: Quickly grasps complex operational and…