Small Business Specialist

Our Purpose

At Xero, weʼre 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, weʼre not only helping small business, weʼll be building a stronger economy that can change the world.

How youʼll make an impact

You’ll be responsible for helping to drive effective conversion and retention activities aligned directly to Xero’s Small Business customer (SMB) base. This will include ensuring our SMB users in Asia are successfully converted to new customers, onboarded, feel confident using our product, and get the most from Xero by deepening feature usage in both the core Xero product and product adjacents.

Using your product knowledge, expertise, and customer insights provided, you will help ensure every customer you connect with feels confident using Xero and trusts it is valuable for running their business. This will be primarily through proactive phone conversations, online meetings and email but will also include other proactive channels or methods implemented going forward.

You’ll have a passion for making our customers’ lives easy when it comes to using Xero. You’ll understand the comprehensive customer experience, sales, and lifecycle journey, and identify opportunities for the customer where Xero can help make running their small business easier.

The Onboarding Specialist will continually identify, test and implement processes and procedures to drive efficiencies across the business. You’ll be encouraged to participate in iterative ‘test and learn’activities that challenge the status quo and drive new customer conversion and retention improvements.

What youʼll do

• Guide new Xero users through their initial interactions with the product, building confidence and competence to ensure ongoing utilization as a paying customer.

• Act as the customer facing representative administering iterative test-and-learn projects, at all stages of the marketing funnel and customer journey.

• Implementation of successful processes and procedure improvements to ensure efficient and effective customer interactions which contribute to improved conversion and retention.

• Leverage available data and insights to add maximum value to each interaction with a 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; driving customer conversion, retention and advocacy.

• Display confidence in explaining core product features along with relevant adjacent products to customers effectively demonstrating their value based on customer need

• 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

• Work cross functionally with marketing, sales ops and other internal teams to optimize the customer experience.

• Support projects and initiatives within the region

• Prepare for and deliver presentations to Xero strategic partners, Government organizations, app ecosystem Partners and financial partners.

• Assist with technical questions from customers and drive them to self service through Xero Support and Xero Central or to a Xero Accountant or Bookkeeping Partner for implementation.

• Proactively understand and manage compliance and regulatory obligations for your areas of responsibility.
  

Success looks like

• Meeting or exceeding conversion and retention goals aligned with regional growth targets.

• Meet the required call and email volume and overall qualitative metrics as defined by your Leader.

• Working with others in the sales team regionally and globally to share knowledge, experience and capitalize on opportunities quickly and efficiently.

• Having an deep understanding of the customer journey milestones and able to execute key pieces of work that are assigned in order to help achieve this strategy
  

What youʼll bring with you

Critical competencies

• Confident to engage with small businesses across Asia via the telephone and virtual meetings

• Ability to adapt to changing priorities and tasks

• Resilience to carry on with tests and initiatives even if they are not proving successful initially as well as resilience to push through difficult phone calls/virtual meetings with customers

• Initiative to proactively spot opportunities to add maximum value into every customer engagement

• A great understanding of Xero and confidence when speaking to customers about our product offerings and ability to articulate value proposition

• Clear, concise communication skills, including both verbal and written

• Confidence to identify and communicate opportunities for improvements or future proactive customer engagements

• Love working collaboratively and in a team environment

• Love and 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

• Ability to speak Mandarin, Cantonese or other Asian language is a plus
  

Experience

• Experience in a customer facing role, preferably in a fast growing, SaaS organization

• Testing, optimizing and scaling service offerings and user engagement

• Working in an agile environment preferred

• Customer Experience or Inside Sales experience

• Communication, relationship building and stakeholder management
  

EA licence 15C7529

EA Personnel R1985185