Mid-Market Account Executive

Mid-Market Account Executive – UK
London, UK – remote-first (UK only) | £70-80k fixed DOE; double OTE (uncapped commission)

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 Centre 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

About the role

This is a new headcount for a UK based Account Executive. It's 100% new business (we have Account Management and Customer Success post-sales), so we want a proactive hunter who has proven experience in outbound roles, realistically having come from a BDR/SDR background who has progressed to have around 3+ years of full sales cycle experience as an AE or equivalent and ideally someone that still does their own outreach/self-generated pipeline today.

The Mid-Market is our sweet spot and with the UK team now being several years old, there's a nice balance of solid experience and sizeable customers to reference, whilst still having a lot of market potential.

What you'll do

As a Mid-Market Account Executive, you'll be responsible for prospecting and closing deals with new customers – technically, any business that has a b2c customer contact function is a possible target, although our ICP sits within mid-market organisation, within Insurance; Banking or Finance; Utilities; Telcos; Public Sector & Retail.

You'll be proactive and solution-oriented, and not afraid to shake things up. Excellent communication skills are a must, as well as the ability to close deals, either through pure new business generation or upselling/cross-selling.

You should have good time management skills, be comfortable running your own processes and excel at the following:

• Building and nurturing relationships with customers or creating business opportunities from scratch – it's important to highlight that you'll be managing the full sales cycle from prospect to close, before passing onto the implementation/Customer Success team.
• Collaborating with Channel Sales Executives for partner-led opportunities + Marketing to ensure aligned GTM approach
• Initiating and leading activities that contribute to goal achievement for growth and profitability in the portfolio
• Conducting activities such as demos and presentations
• Performance and budget responsibility for your own portfolio
• High self-motivation and being able to implement a structured way of working
• Thoroughly understand the customer's needs, business, and processes
• Working under pressure and to deadlines
• Interacting with clients and customers both internally and externally
• Making the most of our systems and automated sequences to minimise manual work and continued best practice for RevOps (Salesforce and Outreach in particular)

The must haves

• Technological understanding and interest in the field of cloud-based services
• 3-5 years' SaaS, CX or any other complex solution-based sales experience
• Full-cycle sales management
• Experience working with structured sales methodologies/cadences & sales pipelining
• Proactive/ hunter mentality
• MEDDPICC or similarly robust methodology

The nice to haves

• Exposure to an international environment
• Challenger sales experience or knowledge
• Additional language skills
• CCaaS / competitor industry experience

We will, however, consider those with limited experience with the right attitude and traits.

The location

This role can be based in our London office or remote in the UK, being mindful that occasional office visits as well as other business travel will be required.

What's In it for You?

• Competitive fixed salary of £70-80k + industry-leading commission plan, uncapped. OTE = £140-160k depending on experience
• 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
• 1st
  interview with Jon Phillip – VP Sales
• 2nd
  interview with an existing Account Executive
• Final panel interview with presentation

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: 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.