Senior Deal Desk Analyst

Job Description

Senior Deal Desk Analyst
Sofia, Bulgaria

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 Senior Deal Desk Analyst at Puzzel, you will be a key part of the overall Revenue Operations function, ensuring we deliver sales efficiency through proactive support, reviewing contracts and quotations for pricing inputted into our CPQ tool by Sales/Account Executives and querying commercial elements where necessary before passing onto our legal council.

You will use your data skills in Excel (& knowledge of PowerBI) to report on sales’ performance, tracking KPIs such as time to conversion, average deal size, duration, profit margin etc. to enable the sales team to better understand and improve their performance.

Core duties:

• Deal Structuring and Analysis: Develop in-depth knowledge of Puzzel’s licensing and pricing models to collaborate with the sales team to structure complex deals, ensuring alignment with business objectives, pricing strategies, and compliance requirements.
• Pricing and Discounting: Develop and manage discount guidelines, and approval processes to maintain competitive and profitable pricing.
• Contract Management: Review and approve sales contracts, ensuring all terms and conditions are in accordance with company policies and for more complex changes to involve Legal.
• Sales Support: Provide real-time support to the sales team by addressing inquiries related to pricing, product configurations, contract terms and CPQ related queries.
• Cross-Functional Collaboration: Work closely with Finance, Legal, Product, and Customer Success teams to ensure seamless execution of deals and alignment with company objectives.
• Forecasting and Reporting: Analyse sales data to provide insights on deal performance, pipeline health, pipeline governance, and revenue forecasting in collaboration with Sales Operations. Prepare regular reports for senior management.
• Process Improvement: Identify opportunities to streamline deal desk processes and implement best practices to enhance efficiency and effectiveness.

The must haves 💪

• Confident fluency in English language with great attention to detail (you’ll be working heavily with contracts)
• CPQ experience (doesn’t have to be with Salesforce)
• SaaS experience within a B2B company with a number of products & pricing structures (we have quite a complex portfolio)
• Clear communication skills; ability to liaise and question metrics with sales team
• Analytical and willingness to question the status quo
• Intermediate Excel skills

The nice to haves ➕➕➕

• Sales Operations/Deal Desk experience
• Salesforce
• PowerBI (as a user, no need to build dashboards)

The location

This role will be based at our Sofia office in the NV Tower, with expectation of 2-3 days/week in the office; hybrid model.

What’s In it for You? 💰

• Competitive fixed salary of 4,500-5,000 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 Winter parties
• Excellent development opportunities and a great company culture

What to expect from the interview process ❔

• Screening call with Talent Acquisition
• 1st interview with RevOps Manager
• Technical task + psychometric assessments
• Final interview with local HR Manager at the office

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.