Customer Success Trainer

| Greater Denver Area

Our Purpose
At Xero, we're here to make running a business beautiful. By making small business more efficient every day, connecting them with big business technology and empowering a community behind them, their potential is limitless. When that happens, we're not only helping small business, we'll be building a stronger economy that can change the world.
How you'll make an impact
Xero's Customer Experience Team is made up of product experts, based in NZ, AU, US and UK, who work together to provide 24/7 support to Xero users. We aim to delight our customers and make it easy for them to see how Xero adds value to their business.
This role is primarily responsible for working with the CS Training and Product Improvement Team Leader to ensure that training and coaching is coordinated and delivered to all Customer Experience and wider Xero team members.
What you'll do

  • Follow the training, coaching, and review plan as described by the CS Training and Product Improvement Team Leader
  • Work with the CS Training and Product Improvement Team Leader and other Customer Experience Trainers to keep global training content up to date
  • Ensure any country specific training content is reviewed regularly and kept up-to-date
  • Prepare, coordinate, and deliver training to new Customer Success team members
  • Work with the onsite Customer Experience Team Leaders, Managers, and Seniors to understand skill gaps and development requirements of existing Customer Experience Specialists and schedule and deliver training to meet these needs
  • Develop and deliver training material as required by the CS Training & Product Improvement Team Leader
  • Work with the CS Training and Product Improvement Team Leader, Workflow Coordinators and Reporting & Insights team to understand what additional up-skilling is required to meet customer demand and co-ordinate the required training and review.
  • Identify and help fulfill training and development needs in Customer Success
  • Co-ordinate and/or deliver training to the wider Xero team when necessary (eg Xero Cert/Xero Go)
  • Notify Workflow Coordinators when up-skilling of existing team members has been completed so they can assign the team members to the right work queue/s.
  • Meet with local Team Leaders and Managers weekly to provide updates on how new Customer Experience Specialists are progressing while on review
  • Coordinate and schedule off review tests for new Customer Experience Specialists, organize marking for these and provide results back to their Team Leader or Manager
  • Meet with the Training and Product Improvement Team Leader weekly or fortnightly to provide a progress update of training for new and existing Customer Experience Support Specialists
  • Review cases and provide feedback to Customer Experience team members when necessary
  • Be a 'go-to' person for customer cases that require specialist product knowledge
  • Help maintain the CX Guide and any Training material on confluence, google drive or Litmos
  • Contribute to ideas and tasks for CS Ops strategic projects to improve Xero Customer Experience for our teams and for our customers

Success looks like

  • Training of new team members is scheduled and organized no later than one week prior to their start date – rooms booked, training plan documented and shared with the CS Training and Product Improvement Team Leader, and calendar invites sent to guest speakers
  • Delivers effective critique, training & guidance to new Customer Experience team members
  • Demonstrates commitment to teamwork & helping others
  • New Customer Experience Specialists are trained, coached, and off review within 8 weeks of starting
  • Feedback is gathered from each training session and changes made to content and delivery as required.
  • Global and country specific training content is maintained and kept up-to-date
  • Skill gaps of existing staff are identified and required training is delivered
  • Induction and training is organized in a timely manner for wider Xero teams eg Product Teams
  • Regularly demonstrates Xero's core values - Human, Ownership, Champion, Challenge, and Beautiful

What you'll bring with you
Critical competencies

  • Creates a collaborative environment
  • Being the 'go-to' person
  • Excellent customer service skills
  • Strong interpersonal skills
  • Strong presentation and facilitation skills
  • Diligence and commitment to following through and resolving problems
  • Initiative and ability to self manage, along with flexibility
  • Ability to work efficiently within agreed timeframes
  • Ability to build effective relationships
  • A proven team player who pro-actively helps other team members
  • Excellent verbal and written communication skills
  • Highly perceptive with the ability to adjust your style to suit different groups and learning styles
  • Ability to multi-task, prioritize and remain calm under pressure

Experience

  • Experience facilitating and running training workshops
  • Experience in a finance, accounting, or bookkeeping role
  • Customer service experience is beneficial
  • Experience using or supporting Xero is a huge plus

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.
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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • ASP.NETFrameworks
    • SalesforceCRM

Location

Just a quick walk from Union Station, our US HQ is located in the heart of Denver's LoHi neighborhood surrounded by local shops and restaurants.

An Insider's view of Xero

How would you describe the company’s work-life balance?

Getting things done for our customers is always top of mind, but Xero understands that starts from taking great care of ourselves as well. Having the ability to work from home when needed, wellness days, and events like office walks and 10 minute massages show that life (and living it!) helps us contribute and innovate better at work.

Carissa

Product Owner

What projects are you most excited about?

Right now, I'm most excited to work on our Denver Roadshow. I've worked with our Colorado Account Manager to connect with Colorado's leading accounting and bookkeeping firms and drive attendance to this event right here in Denver. Our goal is to build up our network and educate the community on all Xero has to offer!

Sophia

Partner Development Representative

What makes someone successful on your team?

If you’re hungry to learn more, have a brilliant idea, or are passionate about a particular project, just dive in head first. Xero values people who are do-ers, who want to roll up their sleeves and #champion an initiative through from beginning to end.

Becky

Integration- GTM Lead

What is your vision for the company?

Xero is on a mission to support our communities by helping small businesses succeed. To do that well - we hire passionate people who engage directly with our customers every day. Leveraging innovative technology to simplify accounting isn't enough – we want to build beautiful experiences that solve the most pressing needs of our customers.

Keri

Chief Platform Business Officer

What are Xero Perks + Benefits

Xero Benefits Overview

Xero offers a variety of benefits aimed at helping our employees maintain their physical, financial and mental wellbeing, allowing them to bring their best selves to work each day

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Xero allows employees to set aside pre-tax dollars for medical and dependent care expenses. $2,650 annual limit for healthcare FSA
Disability Insurance
Xero's long and short term disability plans provide income protection at 60% of annual base salary
Dental Benefits
Cigna dental PPO plan
Vision Benefits
VSP vision plan
Health Insurance Benefits
Xero offers a variety of health plans including Cigna HSA, Cigna PPO, and Kaiser HMO for Colorado and California employees
Life Insurance
Provided to Xero employees at no cost. Coverage for each employee of 2x annual base salary up to $500,000
Wellness Programs
Xero will fund up to $300 annually in employee health reimbursement account to be used toward a health improvement activity including gym membership, mental, physical or financial health
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Xero will match 100% on the first 3% contributions plus 50% match on next 2% of contributions
Company Equity
All Xero employees are granted Restricted Stock Units at a certain percentage of their base salary which vests over a 3 year period
Child Care & Parental Leave Benefits
Generous Parental Leave
Eight weeks paid leave for primary caregiver. Two weeks of paid leave for secondary caregiver
Vacation & Time Off Benefits
Generous PTO
Xero offers 21 days of paid time off, 5 wellness days, as well as 11 paid holidays per calendar year. We also participate in a company wide shut down between Christmas and New Years Day
Paid Volunteer Time
Xero encourages employees to give back to our communities by providing 8 hours of paid volunteer time per year
Paid Holidays
11 paid holidays per calendar year
Paid Sick Days
Each employee is granted 5 wellness days per year in addition to our generous PTO
Perks & Discounts
Casual Dress
You'll typically catch our employees rocking jeans and a Xero t-shirt!
Commuter Benefits
Set aside pre and/or post tax dollars for commute related transit, parking and bike expenses
Company Outings
Annual holiday party, as well as a summer celebration!
Game Room
Video games and ping pong table in lounge
Stocked Kitchen
You find a variety of fruit, chips, nuts, snack bars, sodas and iced tea in the Xero kitchen
Some Meals Provided
Breakfast each Tuesday and lunch every Thursday from a variety of local vendors
Happy Hours
Happy hour starts every Friday at 4!
Fitness Subsidies
Our monthly health reimbursement plan can be used towards your fitness membership or a variety of other health related wellness programs
Professional Development Benefits
Job Training & Conferences
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