Customer Success Specialist (Hybrid)SateliteVU

Satellite Vu is the World’s Thermometer. We provide thermal datasets from Space at an accuracy, frequency, and resolution that the world has never seen before...

We are a satellite earth observation company specialising in remote sensing, earth observation, and thermal imagery products & services. Our cutting-edge technology and advanced analytics provide valuable insights for various industries, including defence & intelligence, climate & environment, industrial monitoring, supply chain analysis, NetZero initiatives, financial markets, ESG, and insurance. Following the recent launch of our ground-breaking first satellite (HOTSAT-1) and the successful close of our highly anticipated A2 funding round, we are looking for a Customer Success Specialist to join us as a foundational member of the Commercial team, as we scale.

What you’ll be getting involved in

As an early stages business, you can expect your role to develop over time. We’d expect you to dive into a range of tasks and high priority problems across the company, and proactively problem solve as issues arise. Here are some of the types of things you could be getting involved in:

• Managing communications with key clients (including those in the Space, Aerospace, Defence, Commercial and Public sectors)
• Improve overall customer experience and satisfaction through regular business review calls with customers
• Ensuring smooth, transparent, and effective customer success processes and customer support activities
• Executing and improving the client onboarding process, ensuring that the customer has full knowledge about SatVu’s products and activities which can be critical to clients’ success
• Work closely with other teams (i.e., satellite operations, sales, product and engineering) to resolve project and/or customer related issues
• Proactively gather, evaluate and investigate customer feedback and needs to implement improvements in the customer success process
• Ensuring smooth and professional management of any clients' complaints or issues
• Maintain proficient understanding of SatVu’s products, support and services

Requirements

• Self-starter who works on own initiative with strong communication skills
• Basic knowledge and or an interest in remote sensing and or GIS industry
• Highly organised and able to prioritise
• Team-player with strong interpersonal skills
• Experience with API and Python  
• Experience with CRM Software like Salesforce, Jira and Notion 
• Confident using Microsoft Office and Google Docs

Desirable experience

• Experience with GIS and image processing software 
• First-hand experience working in Customer Operations in a B2B environment
• Knowledge of customer service metrics and other efficiency tools and readiness to regularly report on them

Interview process

• Call with a member of our People team to discuss the role in more detail as well as your own wants and needs (30 minutes)
• Call with hiring manager (45 minutes)
• In person task interview with Customer Success Manager & CCO (60 minutes)