Senior Product Marketing 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.

Senior Product Marketing Manager
UK/Denmark/ Netherlands/ Norway/ Sweden

Puzzel: The Low-Down

Puzzel is a leader in the European contact centre solutions space, offering a customer centric CX ecosystem designed to give organisations control and visibility over the customer journey.

Facing challenges like agent attrition, complex customer needs, and cost management, contact centre leaders struggle with outdated systems and point solutions. Puzzel transforms this by unifying processes, centralising data, automating tasks, and scaling to meet evolving demands. It empowers CX teams to deliver exceptional customer experiences, increase first-contact resolution rates, and reduce operational costs.

Following a period of vast growth culminating in the recent acquisition of SupWiz, we are now looking for a Senior Product Marketing Manager to lead strategic initiatives that enhance product visibility, sales enablement, and product messaging, ultimately helping grow Puzzel’s presence across its key markets.

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

• €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

The Senior Product Marketing Manager will lead Puzzel’s go-to-market strategy, aligning closely with both the Sales and Product teams. This individual will play a crucial role in creating and refining product positioning, messaging, and sales enablement materials. Additionally, this person will own the Analyst Relations strategy, ensuring that Puzzel maintains a strong industry presence with key analyst firms such as Forrester, Frost & Sullivan and Gartner.

This role is for an experienced SaaS professional who can bridge the gap between product, sales, and marketing to ensure strategic alignment and market success.

Key Responsibilities

• Develop Go-to-Market Strategies: Lead the creation and execution of go-to-market plans for Puzzel’s ecosystem and solutions, continuously fine-tuning Puzzel’s ICP and buyer personas using win-loss analysis, sales interviews, customer interviews and broader data analysis. Support product growth initiatives by ensuring that in-product messaging, onboarding flows, and adoption tactics are optimised for customer acquisition and retention
• Lead launches/ sunsets/ migrations:Lead the go-to-market strategy for new product launches, sunsets and migrations, coordinating with cross-functional teams (Sales, Product, and Customer Success) and using customer insights and product analytics to ensure successful execution, including messaging, positioning, and internal and external enablement. Ensure timely delivery of launch materials, competitive analysis, and training for the sales team.

• Messaging & Positioning: Craft and refine compelling, customer-centric messaging that differentiates Puzzel’s products. Develop a clear value proposition that is based on customer and partner feedback.
• Sales & Product Alignment: Act as the strategic link between the Product and Sales teams, ensuring that the sales team is fully equipped with product knowledge, value propositions, and sales tools. Collaborate with product teams to participate in continuous discovery processes, ensuring that messaging, positioning and marketing strategy evolve with customer insights and product innovations.
• Analyst Relations: Develop and execute an analyst relations strategy, ensuring that key industry analysts are briefed on Puzzel’s ecosystem and solutions and that Puzzel’s value is clearly communicated across the analyst community.
• Competitive Intelligence: Conduct ongoing competitive analysis to identify trends, challenges, and opportunities. Produce competitive matrices and battle cards for the sales team.
• Sales Enablement: Work with the sales team to develop sales tools, including pitch decks, ROI calculators, and case studies, that communicate Puzzel’s value.
• Product Knowledge Acquisition: Gain deep expertise in Puzzel’s product suite and align this knowledge with the sales process, ensuring that messaging supports the product’s strengths and customer needs.
• Customer & Market Insights: Collaborate with sales and customer success teams to continuously gather customer insights, which will inform both the product roadmap and marketing strategies.
• Content Creation: Oversee the creation of content that supports the product marketing strategy, such as whitepapers, blogs, case studies, and product sheets.
• Performance Metrics: Monitor and report on key product marketing metrics, including product adoption rates, competitive win rates, and sales enablement success.

Qualifications and Skills

• Experience: Strong experience in product marketing, with at least 5 years in a SaaS organisation.
• SaaS Expertise: Proven experience in marketing SaaS products with a deep understanding of cloud-based solutions and subscription-based pricing models.
• Analyst Relations: Demonstrated success in building and managing relationships with industry analysts (e.g., Forrester) and delivering impactful analyst programs.
• Sales & Product Alignment: Strong ability to work cross-functionally and align closely with sales and product teams to ensure market success.
• Communication: Exceptional written and verbal communication skills, with the ability to simplify complex concepts and create compelling narratives. Ability to create compelling PowerPoint decks preferred.
• Leadership: Experience leading cross-functional teams and managing multiple stakeholders across Product, Sales, and Marketing.
• Strategic Thinking: Ability to develop, execute, and optimise go-to-market strategies and competitive positioning initiatives.
• Data-Driven: Strong analytical skills, with the ability to leverage data to inform decisions and measure the success of product marketing initiatives.
• Adaptability: Comfortable working in a fast-paced, high-growth environment and capable of adapting quickly to changing market conditions.

The location

This role can be located in any of our Puzzel locations (apart from Bulgaria). Generally speaking, the teams do a couple of days/week in the office, but there is flexibility depending on location.

What’s In it for You?

• Competitive fixed salary
• 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 CMO
• 2^ndinterview with Head of Product
• Final interview with CMO, Director of Revenue Marketing + Commercial

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.