About Us
SnagR provides industry-leading software for the next generation of Field Digitalisation. It's the fastest way to capture, monitor & analyse project data, making it easy to capture field data, automate reports, and provide advanced analytics for management.
We pride ourselves on a culture of innovation, customer-centricity, and excellence. Our team is dedicated to providing exceptional service, and we are looking for passionate individuals to join us in delivering this mission.
SnagR powers the next generation of field digitalisation with RDrive, our industry-leading SaaS platform.
Founded in the Midlands, SnagR has grown into a global leader with offices in the Netherlands, UAE, Hong Kong, and Australia, supported by an extensive partner network.
Designed to streamline complex projects, RDrive enables fast, efficient field data capture, automated reporting, and advanced analytics - helping teams monitor progress, drive productivity, and make informed decisions with confidence.
RDrive is deployed on some of the world's most ambitious and technically complex projects, from football stadiums and theme parks to suspension bridges, superyachts, rail networks, hospitals, and large-scale residential and commercial developments.
Backed by SnagR's deep industry expertise since 2007, RDrive is trusted across Construction, Rail & Infrastructure, Asset & Facility Management, Shipbuilding, and Manufacturing. We combine best-in-class technology with a commitment to innovation, customer success, and operational excellence - ensuring greater efficiency, accountability, and project success at every stage.
About the Role
We are seeking a proactive and dedicated bilingual
Client Excellence Team Member
(Dutch-speaking) to join our team. This role is critical to ensuring our customers achieve value from our software through
implementation, training, and ongoing success management
.
You will lead customer projects from discovery through to rollout, configure solutions, deliver training in both Dutch and English, and act as the bridge between clients and internal teams. This is a hands-on delivery role with strategic influence, suited to someone who is both technically aware and highly customer-focused.
What Are We Trying to Achieve:
· Successful Implementations: Deliver projects on time, in scope, and aligned with customer objectives.
· Increase Customer Visibility: Through structured engagement plans.
· Encourage High-Value Feature Adoption: Educate customers about new features and updates.
· Consistency & Quality: Ensure right-first-time delivery and scalable best practices across projects.
· Support Sales to Reduce Churn: Achieve this through measured KPIs and empowering the Client Excellence Team
· Growth Opportunities: Identify and surface upsell/cross-sell potential during delivery.
Role Overview:
As a Customer Excellence Representative, your primary responsibility will be to deliver solutions and provide comprehensive training to users. You will work closely with sales teams, product developers, and other stakeholders to ensure a seamless and positive experience for our customers.
Key Responsibilities:
· Deliver solutions to customers, ensuring all requirements are met and expectations are exceeded.
· Deliver training sessions to customers, both onsite and remotely, to ensure they fully understand and can effectively use our products.
· Conduct outreach to existing customers to ensure the software has been fully adopted and promote additional features and improvements.
· Troubleshoot customer problems or issues that arise during the use of our products or services, especially during the initial period.
· Educate customers about new features or updates to existing features.
· Assist customers in evaluating new solutions or technologies that may benefit their business needs.
· Review customer data to identify opportunities for upselling additional products or services.
· Collaborate with other Customer Excellence Representatives and internal teams to provide appropriate assistance and ensure customer satisfaction.
Objectives:
· Delivery: Deliver solutions within a good timescale and according to the value outlined in the sales process, meeting customer needs and expectations by teaching them features that help achieve early value.
· Account Escalations: Respond to alerts, red flags, and critical or overdue actions promptly to manage risks before they escalate.
· Upsell / Cross-Sell Campaigns: Promote additional products to enhance the customer experience and achieve cross-sell through business development with existing customers.
What You'll Bring:
· Fluent in Dutch & English (oral and written).
· Minimum 3 years' experience in SaaS implementation, delivery, or customer success.
· Strong communication and facilitation skills with senior stakeholders.
· Confident running discovery workshops and scoping requirements.
· Hands-on experience configuring SaaS solutions (forms, workflows, dashboards, permissions).
· Comfortable delivering end-user and leadership training.
· Project leadership skills: able to manage timelines, risks, and dependencies.
· Strong problem-solving skills and the ability to think on your feet.
· Organised and detail-oriented with the ability to manage multiple tasks simultaneously.
· Willing to travel across the UK/EU for client implementations.
Bonus Skills & Experience:
· Industry knowledge (construction, engineering, or field digitalisation).
· Experience delivering multi-site or enterprise-level SaaS rollouts.
· Hands-on exposure to integrations, SSO, webhooks, or data migration.
· Formal project management certification (PRINCE2, PMP, Agile).
If you don't meet every requirement but feel you have the right skills and mindset, we'd still love to hear from you.