Customer Experience Marketing Specialist

2 days ago


Stockholm, Stockholm, Sweden Puzzel Full time
About Us

Puzzel is a leading provider of cloud-based contact center solutions, empowering businesses to deliver exceptional customer service.

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.

What We Do

We combine omnichannel contact center, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.

Our platform is used by more than 1100 businesses across 40 countries, servicing ~60,000 customer service agents on a daily basis + 800 million customer interactions yearly.

The Role

We're looking for a talented Customer Experience Marketing Specialist to join our team.

You'll support the Product Marketing Director in the creation and execution of go-to-market plans for Puzzel's ecosystem and solutions.

Develop Go-to-Market Strategies: Support the Product Marketing Director in the creation and execution of go-to-market plans for Puzzel's ecosystem and solutions, continuously fine-tuning Puzzel's ICP and buyer personas through sales interviews, customer interviews and broader data analysis.

Build Product Knowledge: 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.

Messaging & Positioning: Develop compelling narratives that demystify AI-driven customer experience. Build trust and communicate the benefits of Puzzel's solution in the contact centre space.

Cross-Functional Leadership: Guide central and local strategies and tactics, working closely with the regional marketing, sales, and product teams to support the creation of sales tools, pitch decks and case studies that communicate Puzzel's value.

Research & Insights: Collaborate closely with marketing analytics and use the insights to inform and guide ongoing product development. Monitor and report on key product marketing metrics, including product adoption rates, competitive win rates, and sales enablement success.

Content Creation: Support content creation of our marketing materials, such as whitepapers, blogs, case studies, and product sheets.

Competitive Intelligence: Conduct ongoing competitive analysis to identify trends, challenges, and opportunities. Produce competitive matrices and battle cards for the sales team.

Key Responsibilities
  1. Develop and execute go-to-market strategies to support the growth of Puzzel's ecosystem and solutions.
  2. Broaden product knowledge and ensure alignment with sales processes.
  3. Communicate the value of Puzzel's solution in the contact centre space through compelling narratives.
  4. Collaborate with cross-functional teams to create sales tools and pitch decks.
  5. Monitor and report on key product marketing metrics.
Requirements

We're looking for someone with:

  • 2-4 years of experience in B2B product marketing.
  • SaaS Expertise: Proven experience in marketing SaaS products with a deep understanding of cloud-based solutions and subscription-based pricing models.
  • Stakeholder Manager: Strong ability to work cross-functionally and align closely with sales and product teams to ensure market success.
  • Data-Driven: Strong analytical skills, with the ability to leverage data to inform decisions and measure the success of product marketing initiatives.
  • Market researcher: You know your market, customers, and competition better than anyone, and you integrate this information into your growth strategies.
  • Master storyteller: You can craft a compelling narrative across different channels - you know how to match the message to the medium.
  • Strategic Thinker: Ability to develop, execute, and optimise go-to-market strategies and competitive positioning initiatives.
  • Adaptability: Comfortable working in a fast-paced, high-growth environment and capable of adapting quickly to changing market conditions.


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