Customer Success Manager - Norwegian Speaking

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27 days holiday + Bank Holidays + Flexible Working + Private Medical Insurance + Pension Scheme+ Life Insurance + Wine on your birthday! Up to £50k per annum depending on experience.

Puzzel is an omni-channel, cloud customer service platform with the flexibility and scalability to support smaller enterprises and global corporations. With headquarters in Oslo, Norway and offices in the UK, Sweden, Denmark, Finland, Bulgaria and Philippines and with over 20 years of pure cloud experience, Puzzel is a complete customer service platform with a proven track record. Puzzel was named as a Challenger in Gartner’s Magic Quadrant for Contact Centre as a Service for the fifth consecutive year.

Our team of Puzzelers are at the heart of everything we do. Success comes from our employees and we have built our culture around our four values and encourage Puzzelers to be inventive, dependable, adaptive and empowered. We share information and ideas openly and with confidence and are direct and honest with each other. We work hard and enjoy what we do while constantly evolving to remain up to date with current thinking and innovation. We are passionate about being responsive to both our diverse customers and employees. All of this combined means we can achieve the ultimate goal: an inspired workplace with the culture and values to match. 

We’re experiencing high growth and are lucky to be working with forward-thinking customers. Customers who are partnering with us to change the way customer service is delivered. Together we’re addressing their critical customer experience challenges and improving the lives of their customers.

The Role

This is an exciting opportunity to join a newly formed multi-national Customer Success team as part of Puzzel’s Customer First Growth ambitions.

The role aims to deliver Customer Success to our customer base and new customers through the outcomes achieved and associated experiences. And critically identify and intervene where needed allowing early remedies to be taken. Our CSM’s will play a key role in controlling churn, working with Puzzelers across all departments and making it easier for sales to Win, Upsell and Renew, contributing to LTV and our customer growth engine. This role will help look after our Scandinavian customers therefore at minimum a professional written and spoken knowledge of the Norwegian language is required for the role.

Your Responsibilities

  • Work closely with services team to manage the onboarding and adoption handovers, any escalations and minimise time to value
  • Manage Customer health scores taking actions (often facilitating actions) using playbooks to deal with flags, mitigating risk of churn and increasingly likelihood of renewal / upsell
  • Building and updating success plans for individual customers that deliver the desired outcomes, demonstrating ROI
  • Be a customer champion ensuring their views are represented in the company and impact on decisions
  • Be a first point of contact for customers on non-commercial including Support escalations
  • Proactively (segment specific) engage with customers organizing executive business reviews including sales and Puzzel executive sponsor
  • Handle Service Management
  • Work closely with sales to let them know of any upsell opportunities (data driven, customer request, intel) so that sales can focus on these
  • Handle churn cases for learnings, data accuracy and attempted winback

You Experience:

  • At least 1 year’s experience in a Customer Success role in the software industry, ideally for a Software as a Service (SaaS) company
  • Are enthusiastic, hard working person who will put customers’ first, will understand and empathise with their needs
  • Good organisation and prioritisation skills
  • A passion for driving successful customer outcomes in a strategic fashion
  • An ability and drive to work independently and as a team contributor
  • Excellent communication skills able to get message understood and understand intent from a wide range of stakeholders (from C-level to users potentially)
  • The skill set to drive value through curiosity, asking the right question at the best time
  • An interest in product (software)
  • Good IT skills, experience of customer success software such as Gainsight would be beneficial

 

Additional information

  • Remote status

    Flexible remote

We usually respond within two weeks

Or, know someone who would be a perfect fit? Let them know!

London, UK

Blackfriars Meeting Rooms
EC4Y 0AY London Directions +44 (0) 333 300 0066

Puzzeler perks

  • Great compensation package:

    Generous holiday days • Generous pension contribution • Benefits package

  • Work - Life Balance:

    Flexi time • Remote working options • Stylish city offices

  • Company social activities and Puzzel Care:

    Training and events attendance • Yearly kick off events • Birthday gift

Workplace & culture

We are proud with our strong company culture and friendly atmosphere, pleasant working environment and colleagues with extensive experience and technical expertise.

We have an environment that is characterized by freedom and confidence to the individual employee, professional challenges and great professional and personal development opportunity.

Great people, of course! We Puzzelers are a diverse and inspired bunch who work hard and are passionate about what we do.

To work at Puzzel is an opportunity to influence and shape your own position in a company with big plans ahead.


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