Account Manager – Denmark

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Puzzel: The Low-Down 🔍

Puzzel is a leading provider of cloud-based contact center solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact center, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.

With 25 years’ experience since our foundation in Norway, we’re already #1 in the Nordics, growing rapidly in the UK and expanding into the Netherlands and Finland in 2024, but our ambition is to become the clear European market-leader in the coming years 🚀

Why we’re proud

• 2024 CX Awards Winner, ‘Best Mid-Market Contact Center Platform’
• Puzzel was recognised as the 'most innovative European-founded CCaaS provider' and top 3 globally by Frost & Sullivan in 2023
• Best Practices Company of the Year 2023
• Consistently high Glassdoor rating
• 2023 customer NPS score of 37
• Puzzel places high importance on work-life balance and flexible working hours - as recognised by Flexa, placing 25th out of all companies they partner with in 2023!
• We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness

Key Data Points

• €50m revenue in FY 2023 (up from €45m in 2022)
• Currently ~295 employees
• Used by more than 1100 businesses across 40 countries
• Servicing ~60,000 customer service agents on a daily basis + 800 million customer interactions yearly

What you'll do 🏡💻
We are looking for a skilled and motivated Account Manager to join our dynamic team. As an Account Manager, you will be responsible for managing and growing relationships with our clients who utilize our Contact Center-as-a-Service solutions. This role involves understanding clients' business needs, ensuring the successful implementation of our CCaaS platform, and driving customer growth, satisfaction and retention.

1. Key Account Management:

• Build and maintain strong relationships with executive decision-makers in your designated list of accounts.
• Manage a portfolio of key Puzzel accounts.
• Understand customers’ strategic challenges and goals and work to ensure Puzzel help them deliver.
• Conduct regular (mostly quarterly and bi-annual) business reviews to discuss performance, goals, and strategic opportunities.

2. Collaborate with Customer Success:

• Work closely with the Customer Success department to understand ongoing satisfaction levels and issues which may impact customer satisfaction and willingness to renew or adopt new solutions in the future.

3. Renewal Management:

• Track contract renewal dates and initiate renewal discussions well in advance.
• Collaborate with internal teams to ensure a smooth and successful contract renewal process.
• Ensure clients are moved onto latest MSA and where logical, new packages.
• Ensure customers at renewal are moved onto longer contracts with annual upfront billing.
• Ensure relevant price rises and RPI index are included at renewal to avoid standard inflation coming at Puzzel’s cost.

4. Account Growth and Upselling:

• Identify opportunities for cross-selling additional features or services to meet client needs.
• Work closely with the client to expand the usage of existing services.
• Manage churn and downsell effectively through engagement and facilitation of the wider Puzzel team (eg. Customer Success) to ensure clients are satisfied and provide strong NPS results.

5. Sales Pipeline Management:

• Maintain a robust pipeline of opportunities for growth within existing accounts.
• Employ upselling and cross-selling strategies across our entire product portfolio.

KPIs:

• Quota attainment on renewals & upsell

The must haves 💪

• Proven experience in sales or account management in the SaaS industry.
• Excellent communication and presentation skills.
• Ability to analyse data and present insights to clients.
• Proven experience providing excellent client service combined with revenue-oriented awareness.
• Familiarity with CRM software and contact centre technologies.

The nice to haves ➕➕➕

• Experience in Contact Centre solutions (CCaaS).
• Managing a multilingual, multi-geography team.
• Experience with / understanding of Nordic business and culture.

The location
This role will be based at our central Copenhagen, with employees typically doing 2 days/week in the office and the rest working from home.

What’s In it for You? 💰

• Competitive fixed salary
• Flexible, hybrid approach to working; split your time between the office and home
• You get to be part of a fun, driven and supportive team
• Gift on your birthday
• Annual Summer and Christmas parties
• Excellent development opportunities and a great company culture

What to expect from the interview process ❔

• Screening call with Talent Acquisition
• 1st interview with Hiring Manager
• 2nd interview with ... TBC
• Final Panel Interview

Puzzel Values 🎯

• Built on Trust – trust is an intrinsic Nordic value, upon which Puzzel has been built. We trust each other and our customers and partners trust us.
• Stronger Together – working together in a genuinely collaborative way, with a shared purpose, we have an empowered organisation that is better equipped to delight customers and partners.
• Stay Hungry – have a continuous hunger to raise our game, innovate and be the best we can be professionally.

Diversity & Inclusion 🌍
We want everyone at Puzzel to be their true, authentic selves at work irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background.

Whilst we are proud to already have a diverse workforce from across the globe, we are aware that things could always be improved – for example, we currently have a ratio of female 26:74 male employees, which whilst not uncommon for the tech industry (average in SaaS is 26% female), it’s far from ideal. So, what are we doing to improve this?

• Our Global Leadership Team (C-suite) has shifted from 100% male to 50 male: 50 female in the past 18 months.
• We have increased our % of female hires from 23.6% in 2021 to 38.5% in 2023.
• We are partnering with the likes of Flexa, who have significantly higher-than-average talent pools of candidates from diverse backgrounds.
• We are working with State Employment initiatives in Norway and Sweden to bring candidates through internship/apprenticeship routes and are investigating similar initiatives in the UK and Bulgaria.
• By raising awareness and transparency, we are hoping to further attract a diverse workforce.

We are continuously striving to foster an inclusive and diverse environment, where everyone is celebrated for who they are. If there is anything we can do to support you in the interview process, or beyond, please let us know.

One Last Thing ☝🏻
Even if you feel you are only a 75% match for this role, we still want to hear from you. This list is purely indicative. Skills can always be learnt.

Please note that we are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for.

By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.

Department
Commercial

Locations
Copenhagen, Denmark

Remote status
Hybrid Remote

Employment type
Full-time

Contact Sara Stoimenova People & Talent Assistant – HR & People