Customer Success Engineer, Singapore Branch

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. Synspective’s 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 Synspective’s 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.

• Bachelor’s 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.