(Senior) Account Manager 
Stockholm, Sweden

Puzzel: The Low-Down 🔍

Puzzel is a leading provider of cloud-based contact centre solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact centre, 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 16th overall for work:life balance in 2025!
• We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness

Key Data Points

• €57m revenue in FY 2024 (up from €50m in 2023)
• Currently ~300 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 hungry and experience Commercial Account Manager to join our Swedish team. We are looking for a ‘hunter’ mentality who can identify and seize opportunities to upsell and cross-sell to our customers, whilst balancing that with an understanding of their situation and needs and knowing when to hold back and nurture the relationship (vs pushing them away).

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.

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.

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.

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.

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.

The must haves 💪

• Native level fluency in Swedish
• Proven experience in New Business Sales or Commercial Account Management in the SaaS industry.
• Experience working with a complex SaaS offering.
• 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 or CX solutions (CCaaS).
• Managing a multilingual, multi-geography team.
• Experience with / understanding of Nordic business and culture.

The location

This role is located in our Stockholm office at Gustavslundsvägen 145, 167 51 Bromma, Sweden, with expectation of 2-3 days/week in the office.

What’s In it for You? 💰

• Competitive salary with 50% fixed + 50% (uncapped) commission
• 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

Equality and Diversity 🌍

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 60 male: 40 female in the past 12 months.
• 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.