Commercial Account Manager - Sweden

Account Manager - Sweden
Stockholm, Sweden | 750k fixed + 750k OTC = 1.5m OTE

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
• 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).

1. 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.

2. 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.

3. 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.

4. 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.

5. 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 Swe