Job Title

Customer Success Manager

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Job Description

ICEYE is building the world’s largest constellation of synthetic aperture radar (SAR) satellites. The satellites can take images at any time of day – even when it’s cloudy or dark – and those images will let our customers understand the world better and make more intelligent decisions. We launched the world’s first SAR microsatellite in January 2018 and raised $65M in financing to date.

We are a Finnish based international startup with employees from more than 25 countries and subsidiaries in the US, UK and Poland. Our team is a tight-knit group of experts from a range of areas including engineering, software development, and radar technology. We’re innovative, driven, and strive for excellence in everything we do. We don’t listen to people who say it can’t be done: we go and do it!

To support the growth of the company, we are currently seeking an experienced Customer Success Manager to direct and manage the daily activities of the Customer Success Team in Poland to attain departmental goals to ensure the highest possible level of customer success. Key responsibilities include increasing customer satisfaction, loyalty, and retention as well as ensuring the efficient operation of the department.

RESPONSIBILITIES

A successful candidate must be passionate about delivering excellent customer service and be proficient in performing the following job responsibilities:

  • Lead a customer success team in the timely fulfillment of Satellite orders from pre-sales through billing
  • Use Geographic Information Systems (GIS) to create, review and refine satellite orders for booking into our Satellite Imagery Order Fulfillment chain
  • Work closely with global customers to provide the best solution for their satellite data needs and coordinate the feasibility of these requirements across the operations team
  • Collaborate cross-team in support of pre and post sales activities and articulate customer product needs
  • Be the customer’s advocate by taking ownership of customer challenges to ensure prompt resolution
  • Champion system improvements by identifying system requirements/use cases for new tools
  • Develop and implement systematic strategies to measure and improve the customer service experience
  • Mentor and develop customer success representatives through continual training and guidance, open communication, encouragement, and individualized coaching/career development
  • Develop comprehensive departmental goals, policies, procedures and metrics
  • Perform leadership tasks such as hiring, training/mentoring and staffing plans to meet customer needs

REQUIREMENTS

  • Education: BS Degree in Geographic Information Systems (GIS), Business Administration, related field or equivalent experience
  • 5+ years experience in a customer-facing management/leadership role
  • Familiarity in operating a CRM-like system and basic knowledge of Geospatial Order Management
  • Industry experience in some combination of GIS, remote sensing, satellite operations, SaaS, software, high-technology
  • Experience with the technology and culture needed to work in a global/remote-team environment
  • Flexibility of work hours to accommodate meetings in other time-zones
  • Strong client-facing interpersonal skills, including a good temperament in handling emotional situations
  • Excellent knowledge of English (both written and oral)
  • Efficient in Microsoft/Google software, databases, tools and customer success best practices
  • Advanced troubleshooting and multitasking skills in a fast-paced startup working environment

Preferred skills and experience:

  • Experience with order management system or enterprise resource planning
  • Familiarity with JIRA, ZenDesk or similar ticketing systems
  • Satellite orbitology software or satellite feasibility-like tools
  • Customer satisfaction surveys software

BENEFITS

  • A job that matters
  • Unique experience and opportunity in the new-space industry
  • Extraordinary possibility for self-development, research time, ability to attend trainings, conferences or certification schemes
  • Independent main role with a supportive and diverse work environment, many moved to
Warsaw, Poland
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