Head of Small Business Sales & Onboarding
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 prospective small business customer successfully achieves the best trial and onboarding experience possible with Xero through a digital-first, data driven, proactive sales and onboarding model focused on trial conversion, platform attach & utilisation, and 90-day activation and retention.
This role requires the ability to move systematically at a fast pace on a global scale, to obsessively focus on customer experience and work within a global team of cross-functional leads to drive commercial outcomes for Xero.
You will oversee the global operations of our small business sales teams across all regions. In this global capacity you will work with regional sales directors and global sales operations to ensure we have the right level of resource, operational effectiveness and sales enablement to execute effectively, and provide global leadership to the regional SBS team managers.
You will also lead global operations for our small business onboarding, ensuring our newly paying customers receive the optimum level of support and education to enable them to grow in confidence using Xero, increase their awareness of the full value of the Xero platform and adoption of its key features to drive lifetime value.
To be successful you will work closely with the product, digital marketing and education teams to oversee conversion and onboarding execution; as well as participate in cross functional improvement and innovation initiatives across the end-to-end direct channel customer journey.
You’ll have a passion for making our small business customers’ lives easy when it comes to starting to use Xero. You’ll understand the entire 360° customer experience, sales and lifecycle journey, and identify opportunities to improve it. These insights will drive and enhance investment and decision making, and enable the sustained delivery of beautiful experiences in the moments that matter, creating value for the Xero community.
What you'll do...
- Bring experience and energy to work cross regionally to combine data, technology and behavioural insights and build on what we have today to identify innovative ideas to drive improved conversion and lifetime value outcomes for Customers and Xero.
- Create, monitor, and share performance metrics and overall trial to conversion and retention KPI’s with the global and regional leadership team and wider business, including identifying potential threats and opportunities - ensuring we are set up for success, achieving our goals and are taking into account any regional needs and market nuances.
- Support specific strategic plans and provide operational insights with the goal of exceeding growth plans. This includes monitoring and meeting monthly, quarterly and annual contracted revenue, trial conversion, 90-day retention and platform attach targets.
- Have a deep understanding of the sales and onboarding process and co-design processes and systems that can further support this model - driving efficiencies, revenue gains and continual business improvement.
- Work with the Revenue Operations and regional Sales Leadership teams to determine required capacity and pipeline focus in each region.
- Work closely with OD, PX, and Small Business Sales & Onboarding team leads to design and deliver training and coaching to create top performing Small Business Specialists and Team Leaders. As part of this you will create a performance framework for SBS team leaders to leverage and ensure the right performance and coaching conversations are taking place.
- Motivate, lead and develop a strong, high performing small business sales team to meet targets and do the best work of their lives.
- Collaborate with product, marketing, customer success/education and other cross-functional teams to design, implement and orchestrate a seamless, frictionless, digital-first experience along end-to-end customer journey.
What you’ll bring...
The successful candidate will bring 5+ years of senior inside sales team or digital eCommerce leadership experience ideally obtained in a fast growing SaaS organisation. You will have proven experience leading inside and digital sales conversion and onboarding teams and digital/eCommerce sales funnel management. With experience working in a global organisation, with dispersed teams across countries and timezones, you will have exceptional influencing skills and the ability to build effective relationships across the business. Critical to your success will be your strong systems, process and enablement expertise brought to bear in your sales operations experience.
This role presents an outstanding opportunity for someone to impact Xero achieving its ambitious growth targets by successfully executing on a global small business sales strategy.
About 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 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. 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.