Small Business Onboarding Specialist, Xero
$70-89k
+ Equity
More information about location
Accounting software for small businesses
Open for applications
Accounting software for small businesses
1001+ employees
Open for applications
$70-89k
+ Equity
More information about location
1001+ employees
Company mission
To make life better for people in small business, their advisors, and communities around the world.
Role
Who you are
- You bring a background in sales or customer onboarding, ideally with experience working in a targeted or quota-driven environment
- Confidence in running live product demonstrations via video conferencing tools is essential to your success in this position
- You possess a consultative mindset, balancing the ability to identify upsell opportunities with a genuinely helpful and advisory approach
- Working proficiency with CRM systems, such as Salesforce or HubSpot, allows you to effectively log interactions and manage your workload
- You have exceptional communication skills, capable of explaining complex concepts simply to users with varying levels of technical expertise
- A passion for active listening and customer empathy helps you uncover true needs and make our customers feel heard and supported
- Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team
What the job involves
- You will be the primary guide for subscribers during their crucial first 90 days, ensuring they experience a smooth onboarding journey and achieve maximum satisfaction with our product
- By conducting live product demonstrations and actively listening to customer pain points, you will provide tailored solutions and recommendations that help small businesses become more efficient
- Your influence extends beyond initial setup; you will act as a consultant to identify opportunities for upselling or cross-selling relevant apps that align with specific business goals
- Through documenting interactions and collaborating with internal teams, you will play a vital role in refining our product and positioning our software as the premier choice for customers
- We are part of the global Customer Success Management organisation, represented in North America by a close-knit group of fourteen individuals
- Although we operate within a global framework, our local team in Denver connects frequently through monthly social gatherings and regular engagement to celebrate performance and share best practices
- Onboarding five to eight small business owners on a daily basis to maximise retention and ensure the product becomes an integral part of their workflow
- Utilising Salesforce and Google Meet to manage interactions, track opportunities, and deliver engaging live demonstrations
- Operating in a high-test environment over the next six months to help re-imagine the onboarding experience and determine how we best engage with our customers
- Collaborating with product, customer experience, and marketing teams to provide feedback that enhances our understanding of customer pros and cons
Our take
For a long time, high-quality financial services have been reserved for large-scale businesses. Xero solves this problem by giving small businesses, accountants, and bookkeepers access to best-in-class finance and accounting solutions.
Xero is one of the largest companies of its kind, with its promise to save time and effort for small business owners - who often don’t have in-house accounting teams - capturing interest and allowing the company to scale. It has a strong rival in Intuit QuickBooks, which offers similar services, but competes by being most effective for growing startups, and having an incredibly simple user experience.
A series of acquisitions and partnerships, including the purchase of Instafile in 2018, have consolidated Xero’s market share. The company continues to add new integrations, such as with Vehocheck Workshop Manager, and the 2023 launched Beautiful Business Fund that will help small businesses accelerate growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Company HQ
Te Aro, Wellington, Wellington
Leadership
Prior to Xero, she founded Boardlist and Joyus. She also served as the CEO of Polyvore and as a President of Asia Pacific and Latin America Operations at Google.
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