Small Business Onboarding Specialist

Xero; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Xero is looking for a Small Business Onboarding Specialist to enhance customer experiences within their first 90 days. This role involves engaging clients through consultations, providing support on Xero platform usage, and maximizing customer satisfaction while identifying upsell opportunities. You'll thrive in a team-oriented and fast-paced SaaS environment, ensuring clients get the most value from Xero.

Benefits

Generous paid leave

Employee Assistance Program

26 weeks of paid parental leave

Employee Share Plan

Career development opportunities

Weekly fitness and yoga classes

Flexible working arrangements

Qualifications

• Customer facing role experience, preferably in a SaaS organization.
• Experience in consulting or implementation.
• Ability to engage clients across various communication platforms.

Responsibilities

• Conduct live consultations with new Xero customers.
• Provide product demonstrations and address customer pain points.
• Document customer interactions in Salesforce for ongoing support.

Skills

Communication

Relationship Building

Problem Solving

Customer Engagement

Education

Experience in a customer-facing role

Consulting or implementation experience

Experience using Xero

Tools

Salesforce

Job description

Our Purpose

At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.

How you’ll make an impact

Xero is seeking a highly motivated and customer-focused individual to join our team as a Small Business Onboarding Specialist (SBO). In this role, you will be responsible for engaging with customers within their first 90 days of purchasing the Xero, ensuring a smooth onboarding experience and maximizing customer satisfaction. Your primary objective will be to provide product demonstrations, address customer pain points, identify upsell or cross-sell opportunities and ensure the subscriber is well set up to use Xero to run their business. This will be primarily through proactive phone conversations and online meetings.

This position requires exceptional communication skills, a strong understanding of the Xero platform, and a passion for delivering outstanding customer outcomes. You’ll have a passion for making our customers’ lives easy when it comes to using Xero and other products and services which solve real problems for our customers.

Success looks like

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

- Reduced 90 day churn and increased bank, payment and app partner attach rate.

- Increased customer ‘stickiness’ measured through ARPU and LTV.

- Meet the required call and meeting qualitative metrics as defined by your Leader.

- Happy customers who feel heard and have all the tools and products they need at their fingertips, for business success.

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

What you’ll do

• Conduct live consultations via Google Meet to new Xero customers within their first 90 days of subscribing to the platform.
• Listen actively to customers' needs and pain points, and provide appropriate solutions and recommendations and advise on where they can go for ongoing support, training and advice.
• Collaborate with customers to understand their business requirements and goals, and provide guidance on utilizing Xero and other products and services effectively to achieve those objectives.
• Connect customers with Xero accounting Partners, where appropriate.
• Identify opportunities for upselling or cross-selling additional Xero products, apps that align with customers' needs, and present these options to solve the challenges the customer is experiencing.
• Maintain thorough knowledge of Xero and its features, staying updated on new releases, updates, and industry best practices.
• Maintain solid knowledge of the Asia apps in the app store, payment partners, bank feed providers and other relevant platform products and services which are relevant for solving the challenges faced by our customers.
• Document customer interactions in Salesforce, including pain points, resolutions, and recommendations, to facilitate ongoing support and follow-up.
• Meet or exceed individual and team targets for onboarding completion, customer satisfaction, upselling/cross-selling and retention.
• Attend and participate in sales meetings and training sessions to continually improve skills and knowledge.
• Work cross functionally with marketing, sales operations and other internal teams to optimize the customer experience.
• Support projects and initiatives within the Asia region.

What you’ll bring with you

• Experience in a customer facing role, preferably in a fast growing, SaaS organization
• Consulting or implementation experience
• Experience working in a commercial environment
• Communication, relationship building and stakeholder management
• Experience using Xero is advantageous
• Confident to engage with small business customers across Asia via the telephone, virtual meetings, email and other platforms
• 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
• 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, Malay or other Asian language is a plus

Why Xero?

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, life insurance, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices with weekly fitness and yoga classes, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.