Customer Excellence Specialist

Department: Customer Excellence – Data Location: Tokyo, Japan 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). The Mission of the Customer Excellence Specialist 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 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. Expected Outcomes & RequirementsOutcomes 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.
• Account Management Responsibilities

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).
• Role-Specific Competences
• Proven experience in customer excellence or account management roles.
• Strong analytical and problem-solving skills with attention to detail.
• Bachelor's degree of geography, remote sensing, or aerospace domains.
• Excellent verbal and written communication in English and Japanese.

Key Competences

• Intellectual Firepower: Quickly grasps complex operational and technical information, translating it into clear customer communication.
• Passion & Work Ethic: Demonstrates consistent motivation, reliability, and ownership in a dynamic, fast-paced environment.
• Ownership & Action: Takes accountability for order performance and customer satisfaction.

Team Player: Collaborates effectively with global colleagues and cross-functional teams. Integrity & Growth Mindset: Acts transparently, learns from challenges, and seeks continuous improvement. Application Process TA Screen Interview HM interview Task Stage Task-based interview Final Interview At ICEYE, you’ll join a diverse and highly skilled team united by the ambition to make the impossible possible. We combine the pace of a scale-up with the impact of a global leader in Earth Observation. Your growth and success matter to us — we provide access to professional development, continuous learning, and opportunities to attend training or industry conferences. You’ll work in an environment that values curiosity, collaboration, and excellence. Benefits A job that matters in a dynamic Defence Technology and Earth Observation environment with a scale-up approach An independent role with a supportive and diverse work environment Time for self-development, research, training, conferences, or certification schemes Our Commitment to Diversity, Equity, and Inclusion At ICEYE, we believe that diversity isn't just a buzzword – it's our greatest asset. We're committed to fostering an inclusive environment where every voice is not only heard but celebrated. We know that diverse perspectives breed innovation and creativity, which is why we actively seek out individuals from all walks of life, backgrounds, and experiences. Whatever your background, we want you to bring your authentic self to the table. Join us and be part of a team where differences are not only embraced but cherished, because together, we're stronger. We welcome applications from people of all backgrounds, including those who may need workplace adjustments. If you require any specific accommodations or assistance during the recruitment process for any reason, please let us know. Apply now to start your ICEYE journey, and help us continue to make the impossible possible together. Read more about ICEYE and working with us at iceye.com.