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Puzzel • Oslo, Norway

Customer Success Associate - Norway

Remote-first – once per month in the office

Fully flexible hours

Dog friendly

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Job Description

Customer Success Associate – Norway
Oslo, Norway

Puzzel: The Low-Down 🔍

Puzzel is a fast-growing B2B SaaS company. 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 🚀

We are specialists in customer experience (CX) with a focus on omni-channel customer engagement platform (the category is called ‘CCaaS’ or ‘Contact Centre as a Service’) with the flexibility and scalability to support local enterprises and global corporations, manage their customer interactions and support their busy teams.

We work hard and we play hard, making sure we constantly evolve to stay ahead of the curve. We have an annual kick-off party to celebrate our successes and plan for the year ahead and pride ourselves on being inventive, dependable, adaptive and empowered. We value open communication and honesty to confidently deliver the best service and experience to our customers.

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 ~255 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

The role 🏡💻

We are looking for a highly motivated and customer-centric individual to join a newly created Customer Success function at Puzzel, headed up by our Customer Success Director in Denmark.

In this role, you will be responsible for building and maintaining strong relationships with our clients, ensuring their success with our products or services, and driving the renewal of their contracts. As a Customer Success Associate - Norway, you will play a crucial role in customer satisfaction, retention, and revenue growth.

We can consider a wide variety of profiles for this role, but the main qualities we want are customer-centric, energetic and empathetic individuals who can work to support the needs of the customer.

Potential types of profile that would fit this role include:

  • Inexperienced candidates with 1-2 years’ commercial experience who show ambition to learn + the right soft skills.
  • Experience in sales (SDR/BDR included), account management, telesales – even recruitment – but you want to move away from highly commissioned sales roles to a more customer-centric approach and more stability in earnings.
  • Consulting backgrounds, for those with technical backgrounds wanting to come client-side to focus on customer relationships.
  • Customer service/call centre managers looking to transition into b2b (business-to-business) customer relationship management.

Key Responsibilities:

1. Account Management:

  • Build and maintain strong relationships with executive decision-makers in your designated list of accounts.
  • Manage a portfolio of smaller Puzzel accounts (SMEs)
  • Act as primarily point of contact for all ongoing issues, queries and performance management, as well as renewals.

2. Customer Success

  • Work with wider Puzzel departments to deliver regular updates to customers about new product releases, features and product adoption to ensure they are fully utilising their current package + are aware of additional products/features that could be of interest.

3. Renewal Management:

  • Monitor and track contract renewal dates, proactively engaging with customers well in advance of expiration.
  • Assess usage and satisfaction level of packages until point of renewal to strategically advise customers which solutions might be best for them moving forward.

4. Customer Advocacy:

  • Identify satisfied customers willing to serve as references or participate in case studies.
  • Encourage and gather customer testimonials and success stories.

5. Issue Resolution:

  • Act as a point of contact for customer inquiries, concerns, or escalations.
  • Collaborate with internal teams to resolve issues promptly and effectively.

6. Usage Analysis:

  • Analyze customer usage patterns and provide insights to help clients derive maximum value from our products or services.

7. Product Feedback:

  • Gather customer feedback on our products or services and communicate insights to the product development team.

8. Cross-functional Collaboration:

  • Work closely with sales, marketing, and product teams to ensure a unified and positive customer experience.

KPIs:

  • Customer satisfaction
  • Renewal rate
  • Retention & upsell value (NRR)

The must haves 💪

  • Native level Norwegian language + business fluency in English
  • Strong relationship skills based in empathy and customer centricity.
  • Strong problem-solving abilities and a proactive mindset.
  • Goal-oriented mindset with a focus on customer satisfaction and revenue growth.

The nice to haves ➕➕➕

  • Experience in Contact Centre solutions (CCaaS) or have worked with complex SaaS product portfolios

The location

This role is based in our Oslo HQ, with the general expectation of 2-3 days/week in the office.

What’s In it for You? 💰

  • 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
  • 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 the Director of Customer Success
  • Psychometric Assessments + short exercise
  • Final interview with wider Account Management + Customer Success members

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.

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 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.

Company benefits

Co-working space allowance
Enhanced WFH tools
Flexible working week
Mental health platform access
Dental coverage
Health insurance
Work from home allowance
Enhanced sick days
Adoption leave
Enhanced sick pay
Compassionate leave
Optional unpaid leave
Enhanced maternity leave
Enhanced paternity leave
Shared parental leave
Life assurance
Salary sacrifice
Matched pension contribution
Annual pay rises
Teambuilding holidays
Lunch and learns
Company wide holidays/offsites
Employee assistance programme
Dog friendly co-working space
Open to part time work for some roles
Location
95%
Employees are very happy with their working location freedom
Hours
91%
Employees are very happy with the flexibility in the hours they work
Benefits
79%
Employees are largely happy with the benefits their company offers
Work-life balance
85%
Employees feel that they can find the perfect balance of life and work
Role modelling
91%
Employees feel that flexible working is part of the culture
Autonomy
90%
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScore®)

Diversity
71%
Employees feel that the diversity is good and there are continued efforts to improve it
Inclusion
81%
Employees feel like the company culture is brilliantly inclusive and equitable
Culture
88%
Employees feel like it is a really great environment to work in
Mission
80%
Employees feel quite excited about the company mission
Salary
82%
Employees are very happy with their salaries and feel that it is well above the market average

Working at Puzzel

Company employees

240

Gender diversity (male:female)

74:26

Office locations

London (Bank), Copenhagen, Stockholm, Malmö, Uppsala, Arendal, Oslo (HQ)

Hiring Countries

Bulgaria

Denmark

Netherlands

Norway

Sweden

United Kingdom

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024
Professional Services

Professional Services

Industry awards 2023

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