Sales Operations Manager

Job Description

Sales Operations Manager
Sofia

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 🏡💻

As a Sales Operations Manager at Puzzel, you will work closely with the VP Sales – New Business and CRO on reporting for new business deals, pipeline management and forecasting.

You will use Salesforce & Excel (plus potentially some visualisation tools) to report on sales’ performance, tracking KPIs such as time to conversion, average deal size which will be used by senior management in board meetings.

Reporting into our Revenue Operations Manager in Sweden, you will work alongside 2 x Deal Desk Analysts + 1 Salesforce Administrator. You should be a confident communicator, comfortable liaising with all levels across the business.

Please note that despite the title, this is an individual reporting role.

Key elements:

Dashboards and Reporting: Create and maintain comprehensive dashboards to track key sales metrics and performance indicators. Provide actionable insights and identify trends on a weekly, monthly, and quarterly basis. Monitor metrics for any anomalies or downward trends, flagging potential issues promptly.

Insights and Performance Analysis: Analyze sales data to derive insights that inform strategic decisions. Highlight findings to Head of Revenue Operations and suggest improvements based on performance data.

Pipeline Governance: Collaborate closely with Deal Desk and Sales Leadership to ensure accurate and up-to-date pipeline management, maintain a healthy sales pipeline and ensure data integrity.

License Management and Product Ownership: Oversee license management for sales tools, ensuring proper allocation and utilization. Act as a product owner for sales tools, driving enhancements and ensuring they meet the needs of the sales team.

Commissions and Spiff Management: Administer and manage commission plans and spiff programs, ensuring accurate calculations and timely payments. Collaborate with finance to ensure alignment with company policies and objectives.

Cross-Functional Collaboration: Work closely sales leadership, marketing operations, sales operations, customer success operations and product operations, to ensure cohesive operations and strategic alignment. Support sales leadership with ad-hoc projects and strategic initiatives as needed.

Support for Functional Requests: Provide support to stakeholders by facilitating resolutions to operational issues and guiding them to appropriate resources. Act as a point of contact for sales team members needing assistance with tools, processes, or other sales-related matters.

The must haves 💪

• Sales CRM experience (for pipeline tracking, forecasting and report creation)
• Familiarity with quote-to-cash processes (pipeline management)
• Intermediate Excel skills (Pivots, V-lookups etc) + wider MS package (PPT)
• Data driven, analytical mindset, comfortable with utilising data to report on sales performance.
• Comfortable working with senior stakeholders within the business in multiple countries.
• Experience within a Sales Operations/Sales Analyst/Revenue Operations type role.
• Analytical & innovative mindset to question and improve current processes.
• Strong English - confident and able to challenge and ask questions to all stakeholders.
• Commercially/revenue minded.

The nice to haves ➕➕➕

• Salesforce CRM
• SaaS experience within a B2B company
• PowerBI or other reporting/visualization tools
• Any experience with Clari suite

The location

This role will be located in our Sofia office, with expectation of 2-3 days/week in the office.

What’s In it for You? 💰

• Competitive fixed salary of up to 6,000 BGN (net monthly)
• 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 Revenue Operations Manager
• Technical test
• Informal chat with new VP Sales
• Final interview with RevOps Manager and Chief of Staff

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.