Synspective builds and operates its own small Synthetic Aperture Radar (SAR) satellites and is a leading innovator in the development of industry-specific services that utilizes satellite data.
Combining new geospatial and terrestrial data through data science, we aim to support and accelerate data-driven decision making, business growth, and risk management.
Objectives:
Our business is expanding and so are our teams. Synspectives Singapore office is seeking a motivated and customer-focused Customer Success Engineer to join our Sales & Customer engineering team. Serving as a business bridge with Synspectives headquarters in Japan, you will play a critical role in ensuring our customers maximize the value of our data and solution products and maintain long-term successful relationships with them.
Key Responsibilities:
Customer Onboarding
Onboarding process for new customers, ensuring a smooth and positive experience.
Provide training and support to aid customers in understanding and effectively use our geospatial products.
Technical Support
Serve as the primary contact point for customer inquiries and technical issues.
Troubleshoot and resolve technical problems in a timely and efficient manner.
Customer Relationship Management
Build and maintain strong relationships with customers to understand their needs and objectives.
Proactively engage with customers to ensure they are leveraging our products to achieve their goals.
Conduct regular check-ins and reviews to monitor customer satisfaction and usage.
Product Feedback and Improvement
Gather customer feedback and insights to inform product development and enhancements.
Work closely with the product management team to communicate customer needs and prioritize feature requests.
Documentation and Training
Create and maintain comprehensive documentation, tutorials and best practices for customers.
Customer Advocacy
Act as an advocate for customers within the company, ensuring their voices are heard and needs are met.
Identify opportunities for upselling and cross-selling additional products and services that align with customer needs.
Bachelors degree in Science or Engineering
Experience in B2B SaaS or Cloud service data customer support in Southeast Asia
3 years in enterprise experience in a customer-facing technical support or customer success role, preferably in the geospatial industry
Strong understanding of geospatial concepts, GIS software and spatial data analysis
Ability to understand technical materials and explain to non-technical users.
Excellent verbal and written communication skills (technical & business level fluency in English)
Strong people skills / effective interpersonal
Strong project management skills.
Ability to multi-task and be self-motivated in a disparate environment
Ability to work independently and as part of a collaborative team
Preferred qualifications:
Experience in digital technology applications for government and commercial sectors.
Experience in satellite imagery (optical and SAR) analysis techniques.
Experience in consulting and organization of customer issues in the geospatial sector.
Experience with programming languages such as Python or JavaScript is a plus.
