Junior Account Manager - Sweden
Stockholm, Sweden 
500k SEK fixed + 50%OTC

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

• 2023 customer NPS score of 37

• 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

About the role

We are currently recruiting for 2 Junior Account Managers (Inside Sales Representatives) to support our Nordic Commercial Account Management team in Norway and Sweden. You’ll be proactive, organised, and commercially minded.

You’ll work closely with a dedicated and highly experienced Account Manager, taking responsibility for managing day-to-day customer changes, progressing smaller upsell opportunities, and supporting renewal preparation for our B-segment customers.

This is a great opportunity for someone eager to build a career in SaaS account management, develop their commercial skill set, and contribute directly to team revenue. You’ll join a supportive team where you can grow, learn, and make a real impact.

What you will do 🏡💻

1. Customer & Contract Administration (MACRs)

Your responsibilities will include:

• Managing “Moves, Adds, Changes, and Reductions accurately and efficiently

• Ensuring all changes follow internal processes and are logged correctly in our systems

• Coordinating with internal teams (Support, Finance, Product) when needed to ensure smooth delivery

• Keeping customers informed and updated throughout the process

• Helping customers understand their current setup and guiding them towards best-practice.

• Ensuring customer contract details, contacts, and key information are continuously updated and maintained in the CRM

2. Upsell Opportunities & Revenue Growth

You’ll support the Account Manager in identifying and progressing smaller revenue opportunities across our product portfolio:

• Managing small to mid-size upsell opportunities from qualification to close

• Identifying additional licensing, channels, or features that help customers get more value from Puzzel

• Ensuring usage and service data is monitored so opportunities are never missed

• Providing quotes, commercial documentation, and product information

• Working closely with the Account Manager to ensure both teams are aligned on pipeline progress

3. Renewal Support for B-Tier Customers

You’ll help ensure our renewals run smoothly, on time, and with the right commercial outcomes:

• Tracking renewal dates and preparing renewal documentation

• Ensuring customers have the right information early (contract terms, pricing updates, product changes)

• Supporting conversations around updated MSAs, new packages, and annual upfront billing

• Preparing internal approvals and coordinating with Finance and Legal

• Helping the Account Manager reduce churn and prevent last-minute issue

4. Customer Relationship Support

While the Account Manager leads overall strategy, you’ll support the relationship by:

• Handling day-to-day queries for B-tier customers

• Ensuring customers feel supported, informed, and valued

• Noting customer feedback and flagging emerging risks or opportunities

• Maintaining accurate CRM notes so the full team has clear visibility

5. Sales Process & Pipeline Management

You’ll help keep our commercial engine running smoothly by:

• Maintaining accurate opportunity records in the CRM

• Providing regular updates and supporting forecasting

• Preparing documentation for deals, approvals, or renewals

• Ensuring the pipeline is clean, up-to-date, and aligned with team targets

• Ensuring customer records, contracts, and contact details remain accurate and up to date at all time

• Following up with customers and prospects after events, webinars, and outbound campaigns to progress interest and identify potential opportunities

What you’ll bring

• Some commercial experience in customer-facing roles (ideally in SaaS, telecoms, or tech, but this is by no means a deal breaker)

• Worked in target-driven, commercially pressurised roles (so you understand what the world of Account Management entails)

• Strong organisational skills with a keen eye for detail, with ability to prioritise and push back on internal stakeholders to avoid becoming overloaded.

• A commercial mindset and eagerness to learn robust sales processes

• Clear, confident communication skills (written and verbal)

• You must be fluent in English and Swedish

• The ability to prioritise and manage several tasks at once

• Comfort working with CRM systems and modern digital tools

• A positive, proactive attitude and a willingness to grow quickly

What’s in it for you

• A clear path to develop into a full Account Manager role

• Exposure to a wide range of customer conversations, deal cycles, and commercial strategies

• A supportive team focused on growth, learning, and collaboration

• A competitive package that includes base salary plus commission

• A team-based commission structure aligned to shared revenue targets

• The opportunity to work with one of Europe’s leading contact centre solution providers

How success is measured

• Timely and accurate handling of MACRs

• Contribution to upsell revenue and renewal outcomes

• Accurate CRM hygiene and forecasting

• Strong customer satisfaction within the B-segment

• Effective collaboration with the Account Manager and wider commercial team

The must haves 💪

• Native level fluency in Swedish

• Experience in SDR, New Business Sales or Commercial Account Management in the SaaS industry.

• Experience working with a SaaS offering.

• Good communication and presentation skills.

• Ability to analyse data and present insights to clients.

• Proven experience providing excellent client service combined with revenue-oriented awareness.

• Familiarity with CRM software and contact centre technologies.

The nice to haves ➕➕➕

• Experience in Contact Centre or CX solutions (CCaaS).

  Managing a multilingual, multi-geography team.

• Experience with / understanding of Nordic business and culture.

The location

This will be based in our Stockholm office, with expectation of approximately 2-3 days/week in the office.

What’s In it for You? 💰

• Competitive salary with 2/3 fixed + 1/3 (uncapped) commission : fixed + OTC = OTE

• 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 stage interview with Global Sales Director Account Management (Hiring Manager)

• Meet with local AMs

• Final panel interview
  

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.