Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.
At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.
How you'll make an impact
You'll be responsible for accelerating growth for Xero by ensuring every new small business is onboarded to fully achieve their desired outcomes throughout their first 90-day journey with Xero through a data-driven, digital-first model.
You will be responsible for successfully onboarding our new small business customers. Helping to drive value and confidence, whilst increasing engagement & feature usage, and drive retention activities with every new small business connected to the Xero platform.
Using your product knowledge, expertise, and customer insights provided, you will help ensure every new customer you connect with feels confident using Xero in their first 90 day experience, and trusts it is valuable for running their business. This will be primarily through proactive phone conversations and email but may also include other proactive channels or methods implemented going forward.
You'll have a passion for driving the success of our new SB customers when it comes to using Xero. You'll understand the customer onboarding needs and first experiences, and be able to engage directly with SB customers to provide them with the support they need through those first 90 days.
What you'll do

• Proactively contact new customers based on data insights and journey milestones, to drive improved retention, critical feature usage and help make our SB customers happier and more confident when using Xero through their first 90 days experience
• Leverage all provided data and insights to add maximum value to each interaction with a new SB customer to provide a dynamic and personalized experience
• Utilize your strong understanding of how Xero works and the value it can add to small businesses
• Be confident in explaining a wide range of products to customers and their value in different scenarios and be able to recognize opportunities where different features within Xero would be beneficial
• Have a clear understanding of the different internal support channels to pass onto customers for ongoing support and advice
• Work with Go To Market Teams across the business to share tips and tricks and identify and feedback areas for improvements.

Success looks like

• Meeting retention and upsell targets within the first 90 days
• Meet the required connected calls and talk time targets
• Working with others in the Onboarding team and wider teams to pass on knowledge, experience and highlight opportunities identified
• Having a good understanding of the customer journey milestones and able to execute key pieces of work that are assigned in order to help achieve this strategy

Critical competencies

• Confident to engage with small businesses via the telephone
• Ability to adapt to changing priorities and tasks
• Initiative to proactively spot opportunities to add maximum value into every customer engagement
• A great understanding of Xero and confidence when speaking to new SB customers about our product offerings and ability to articulate value proposition
• Clear, concise communication skills, including both verbal, face to face and written
• Confidence to identify and communicate opportunities for improvements
• Love working collaboratively and in a team environment
• Desire to go above and beyond for customers
• Authenticity, diplomacy and drive
• Ownership and ability to thrive in a fast-paced environment
• Ability to work in a global remote environment

Experience

• Experience in a customer role, preferably in a fast growing, SaaS organization
• Working in an agile environment preferred
• Customer Experience or Inside Sales experience
• Communication, relationship building and stakeholder management

Xero is an equal opportunity employer. Xero celebrates diversity. We are committed to creating an inclusive environment where our employees can do the best work of their lives. We are committed to transparency and to equal pay for equal work. Total compensation for this role includes a base salary of $42,000 - $58,000, commensurate with experience, plus an annual grant of Xero shares, calculated as a percentage of base salary. In addition to base salary and long-term incentive, this position also has variable compensation/commission.
Xero offers access to low-cost, high-quality health care options through Cigna and Kaiser (in CA & CO only)
Xero will match 100% on the first 3% of 401k contributions plus 50% match on next 2% of contributions
Employees enjoy 21 days of paid time off per year
Employees have 10 days of wellbeing leave to care for their minds, bodies, and families
US employees enjoy 11 paid holidays per year
Xero offers an industry-leading 26 weeks of parental leave up to 100% pay
Xero offers a number of employee wellness programs, to include yoga, mindfulness and nutrition workshops, EAP, free flu shots, team meals, and a monthly wellbeing allowance
Why 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, flexible working, innovation, and well-being are not just inspired but celebrated. We value our people and offer a wide range of compelling benefits and perks, including Xero shares and great parental leave policies.
Xero's collaborative culture is underscored by our values - #Ownership, #Challenge, #Beautiful, #Human and #Team - which empower us to understand and serve customers, attract top talent and continuously innovate. From the moment you step through our doors, you'll feel welcome and supported to do the best work of your life.
Please note that we currently require all employees and contractors to be vaccinated against COVID-19 in order to work from a Xero office, or engage in any face-to-face Xero business.