Customer Success Manager

at  ICEYE

WHO ARE WE?

ICEYE is the global leader in synthetic aperture radar (SAR) satellite operations for Earth Observation, persistent monitoring, and natural catastrophe solutions; owning and operating the world’s largest SAR constellation. ICEYE is headquartered in Finland and operates from five international locations with more than 600 employees from nearly 60 countries, inspired by the shared vision of improving life on Earth by becoming the global source of truth in Earth Observation.
Our satellites acquire images of Earth at any time – even when it’s cloudy or dark – providing commercial and government partners with unmatched persistent monitoring capabilities. Information derived from our SAR images helps customers make data-driven decisions to address time-critical challenges in various sectors, such as maritime, disaster management, insurance, and finance.
Our team is a tight-knit group of experts across many disciplines (e.g., engineering, software development, radar technology, etc.). We’re innovative, driven people who strive for excellence in everything we do. Teamwork, curiosity, and having fun are core values at ICEYE, and contribute to Making the Impossible possible!!

REQUIREMENTS

Must have:

• 5+ years of experience in a customer-facing role such as customer solutions/success, consultancy and/or project management.
• 2+ years of experience with the public sector preferably with exposure to high-tech solutions.
• Comprehensive expertise in scaling solutions in the public sector (from an operational and transformational perspective) - e.g., as part of business change projects.
• Knowledge of industry trends and best practices, with the ability to recommend improvements to existing processes.
• Passionate about the potential to drive innovation and transformation using unique new sources of data - Good understanding of geospatial products, in particular NatCat related.
• Strong problem-solving skills, with the ability to identify issues and develop effective solutions.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
• Self-motivated, proactive work style, with a challenger mindset.
• Energised by a “test and learn”, highly dynamic environment.

Nice to have:

• Knowledge and expertise in satellite based Earth Observation data.

ROLE HIGHLIGHTS

• Customer Success Manager - Government, Australia & New Zealand
• Permanent
• Preferred location: Australia, East Coast

WHAT WILL YOU DO IN THIS ROLE?

We are seeking a Customer Success Manager to join ICEYE’s global Solutions organisation, to focus on supporting our business and growth in Australia and New Zealand. The Solutions team’s mission is to deliver unique insights and solutions to Insurance and Government customers utilising the data produced by our proprietary constellation of radar enabled satellites and other sensors and sources.
Our initial area of focus is natural catastrophe use cases as they relate to both the government sector and the re-/insurance industry. As a Customer Success Manager focusing on our government business, you will collaborate closely with ICEYE’s Solutions product development and delivery teams, and Sales to work with customers on the assessment, definition, planning and implementation of highly innovative ICEYE natural catastrophe solutions.

RESPONSIBILITIES

In this role you will:

• Lead the onboarding process for clients and facilitate an effective and successful implementation and usage of ICEYEs products and solutions, including:

• • Understanding the customer’s needs and expectations and providing effective ICEYE solutions that meet their requirements and address existing challenges.
• Assessment of fit/ business benefit in the customer context and developing together with the customer an approach to achieve sustainable value add from ICEYE’s products and solutions.
• Joint customer / ICEYE solution implementation planning & management.
• Develop and nurture relationships with key stakeholders throughout the whole customer lifecycle, including:
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• Providing customers with guidance on the use of ICEYE’s products and solutions and proactively assisting them in resolving any challenges that may arise.

• Monitoring customer satisfaction levels and tracking key performance indicators (KPIs) to ensure that customer expectations are being met.
• Developing and implementing strategies to enhance customer satisfaction and loyalty.
• Closely collaborate with sales & account managers to support client contract renewals and identify opportunities for up- and cross-selling, as well as sharing best practices and success stories.
• Gather and analyse customer feedback and identify areas for improvement in ICEYE’s products and solutions; closely collaborate with the product and development teams to drive product improvements and ensure customer’s needs are met.
• Obtain and maintain an in-depth understanding of ICEYE’s Natural Catastrophe (NatCat) products to effectively address client needs and requests, and offer strategic guidance on product utilisation.
• Keep up to date on industry trends and best practices and proactively recommend improvements to ICEYE’s customer success approach and processes.