Customer Success Associate - UK

Customer Success Associate – Commercial
(London/remote), UK

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 highly motivated and customer-centric individual to join a newly created Customer Success function set up earlier in 2024 at Puzzel, headed up by our Customer Success Director in Denmark. The team is currently 6 in total, but we are now recruiting for 2 new people, so it’s growing fast!

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 - Commercial, you will play a crucial role in customer satisfaction, retention, and revenue growth.

We are 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 b2b experience who show ambition to learn.
• 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.
• Graduates with customer service/call centre experience 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 💪

• 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 located in the UK (preferably in/around London or with easy access to our office for occasional site visits).

What’s In it for You? 💰

• Competitive salary package including fixed basic (80%) + commission based on the above KPIs (20%)
• 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 the Director of Customer Success
• 2nd stage: 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.

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.