Partner Enablement Manager

Puzzel is the leading European Contact Centre as a Service (CCaaS) provider. We are headquartered in Oslo, Norway and have operations across Sweden, Denmark, Finland, United Kingdom, Bulgaria and the Netherlands.

Partner Enablement Manager
UK: £75-85k | Oslo: 1.05-1.15m NOK | Amsterdam: 80-90k EUR (gross, per annum)
Stockholm: 70-80k SEK | Copenhagen 60-70k DKK (gross, per month)

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 25^th 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

• €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 dynamic and experienced Partner Enablement Manager to join our team.

You will be responsible for developing and executing comprehensive enablement programs that empower our partners to effectively market, sell, and support our CCaaS solutions.

You will collaborate closely with cross-functional teams, including sales, marketing, and product development, to ensure our partners and internal Partner Team are equipped with the knowledge, tools, and resources necessary for mutual success.

Key Responsibilities:

• Develop and Implement Enablement Programs: Design and deliver tailored training programs, workshops, and resources that enhance partners' understanding of our CCaaS products and value propositions. You will also work closely with the VP of Partner internally to ensure that our internal Teams are up-skilled and have access to playbooks and knowledgebases.
• Partner Onboarding: Lead the onboarding process for new partners, ensuring a seamless integration and alignment with our company's objectives and standards.
• Resource Creation: Collaborate with internal teams to create and maintain up-to-date sales collateral, product documentation, and competitive analysis tools to support partner activities.
• Performance Monitoring: Establish metrics and KPIs to assess partner performance, providing regular feedback and strategic insights to drive continuous improvement.
• Relationship Management: Build and nurture strong, long-lasting relationships with partners, serving as the primary point of contact for enablement-related inquiries and support. Where required you will attend on-site to deliver training, or attend QBR’s.
• Cross-Functional Collaboration: Work closely with sales, marketing, and product teams to align partner strategies with company goals and market demands.
• Market Intelligence: Stay informed about industry trends, competitive landscape, and emerging technologies to inform enablement strategies and keep partners ahead of the curve.

KPI’s:

1. Partner Training & Engagement Metrics

• Partner Training Completion Rate (%) – The percentage of partners who complete onboarding and certification programs.
• Partner Certification Rate (%) – The number of partners certified in the company’s CCaaS platform within a given period.

2. Partner Adoption & Utilization Metrics

• Time-to-First Sale (Days) – The average time it takes for a new partner to close their first deal after onboarding.
• Active Partner Rate (%) – The percentage of partners who actively engage in selling the company’s CCaaS solutions.
• Partner Retention Rate (%) – The percentage of partners who remain engaged and continue selling after a defined period.

3. Enablement Content & Resource Utilization

• Content Engagement Rate (%) – Measures how often partners access and utilize enablement resources (videos, sales playbooks, decks).
• Webinar & Event Attendance (%) – The percentage of partners attending training events, webinars, and summits.
• Portal Usage Rate (%) – How frequently partners log in and use partner portals or enablement tools.

The must haves

• CX/CCaaS or related industry experience
• 5+ years of experience in revenue enablement, e-learning content creation for sales, sales operations, or a related role, with at least some specific focus on partner enablement/training.
• Strong understanding of sales methodologies (MEDDPICC + ideally Challenger)
• Excellent communication and presentation skills.
• Proven experience in competitor analysis for battlecards, feature ROIs and USP creation
• Experience with a complex SaaS product portfolio
• Ability to work collaboratively across departments.
• Analytical mindset with the ability to interpret sales data and metrics.
• Experience in learning and development, including designing and delivering training programs

The nice to haves ➕➕➕

• Experience with a smaller SaaS vendor (<400 employees)="" +="" understanding="" of="" challenges="" of="" competing="" against="" larger="">
• GROW training methodology (or similar)

The location

This role can be located in Stockholm, Copenhagen or Oslo, with expectation of 2-3 days/week in the office; or the UK or Netherlands (offices in London and Amsterdam, but we are remote first).

What’s In it for You?

• UK: £75-85k | Oslo: 1.05-1.15m NOK | Amsterdam: 80-90k EUR (gross, per annum)
  Stockholm: 70-80k SEK | Copenhagen 60-70k DKK (gross, per month)
• 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
• 1^stinterview with Head of RevOps (Chief of Staff)
• 2^ndinterview with Director of Channel Sales
• Final interview with a 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: 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.