Our purpose

Small business makes the world go around – it's the heart of the global economy. At Xero we want millions of small businesses to thrive through beautiful software, advice and connections. We aim to make being a small business more efficient and profitable, and more enjoyable too.
How you'll make an impact

You'll coach & mentor Enterprise Success Managers who are helping accountants and bookkeepers to build their product skills and successfully onboard onto the Xero platform. You will provide guidance on how to project manage large Xero implementation and migration projects, identify upsell opportunities and ultimately deliver on the partner's desired success with Xero.
This role is responsible for managing the successful development and growth of ESMs and working closely with the Director of Partner Services, National Accounts Director and Partner Consulting Manager in a strategic and operational capacity.
This role will work with the Director of Partner Services to manage & implement the strategy & operations of the ESM team. You'll work with the Regional Sales Directors to formulate strategies and ensure ESM alignment with the regional sales strategies. The role is also required to review and implement technologies, tools, systems and processes to enable external and internal stakeholders to be as efficient and effective as possible. You will identify opportunities for team progression from a services standpoint to ensure we're delivering the most impactful and effective on-boarding journey to partners. 
Further, you'll establish relationships and work collaboratively with cross-functional teams to provide advice where sought, this includes working with the Product, Education, Marketing & Sales teams respectively.
What you'll do

• Contribute to the development of Partner Success strategies
• Lead and serve a team of Enterprise Success Managers with the support of the Partner Services Director
• Provide guidance to ESMs on establishing and executing business plan commitments
• Coach and mentor ESM professional development at Xero, including facilitating coaching sessions and regular 1:1 engagements
• Engage in regular meetings with national sales staff to develop sales and project priorities including strategic community planning; ensuring ESM's team impact in highest revenue opportunities
• Handling partner escalations, scheduling ESM team resources to best meet business objectives and administrative tasks
• Educate partners and internal stakeholders on all partner resources available as required along with ensuring those resources are up to date and new resources are created (streamlining data work)
• Updating CRM system with all client communications including calls, emails and meetings
• Respond in a timely manner to all internal and external stakeholder communications
• Manage the operationalization of ESM and Sales strategy across the partner channel, including working with the National Accounts Director to agree and manage service levels externally and internally
• Ensure all process documents are up to date for ESM resources and how other teams interact with ESMs
• Onboard new starters into the team and helping them with the training plans
• Work with Sales, Product, Marketing & Education on messaging, raising visibility and managing external and internal expectations
• Share best practices with other Enterprise Success Managers in each region

Success looks like

• Achieving 100% sales targets for Enterprise sales channels
• Enterprise account risk mitigation and maintaining appropriate risk account levels set by the business
• ESMs successfully executing on business plan commitments, including achieving activation and utilization targets
• Evolving and executing the partner success team strategy through ESMs
• Implementing lean and effective team processes for commercial success
• Effective cross-functional team collaboration and development of relationships with other teams especially sales
• Successful career development of ESMs
• High performing and engaged team
• Partner satisfaction NPS greater than +60

What you'll bring with you

Critical competencies

• Proven record in people leadership
• Ability to create a strong rapport with Partners & Xero cross functional teams
• External and internal customer focused
• Outstanding communication and presentation skills
• Loads of initiative
• Process driven, strategic thinking
• Understands the business priorities 

Experience

• Prior sales engineer/ implementation /customer success management 
• Proven record of large scale implementation projects
• Knowledge of the workings of an accounting practice and systems desired
• Training experience and accounting software knowledge
• A foundation knowledge in Xero business (Xero Certified) is desired

Why you'll love Xero

Diversity of people brings diversity of thought and we like that. A collaborative and inclusive environment is important to us. Working at Xero will provide you with a diverse and inclusive environment alongside people who will respect, challenge and support you to have fun while you do the best work of your life. We are a place where personal development, innovation, and change are not only inspired but also celebrated. We value our people and want them to enjoy and take pride in their work.

We have a unique and special culture based around our values (#ownership, #challenge, #beautiful, #human and #champion) and offer a number of other great benefits and perks including Xero shares.

So if you want to hear more and get the opportunity to help shape the next phase in the Xero success story please apply!
Xero is an Equal Opportunity Employer.