Onboarding Specialist

Summary

Join Xero's Asia Sales team as an Onboarding Specialist, supporting small business customers in Hong Kong. You will play a key role in ensuring successful customer conversions, onboarding, and product adoption. Responsibilities include guiding new users, utilizing your Xero product knowledge, implementing process improvements, leveraging data insights for personalized experiences, explaining product features, administering test-and-learn projects, collaborating with internal teams, delivering presentations, and assisting with technical questions. Success is measured by achieving conversion and retention targets, meeting call and email metrics, and collaborating with the sales team. This role requires prior customer-facing experience, Cantonese fluency, strong communication skills, a customer-focused mindset, teamwork abilities, and a proactive approach. Xero offers generous paid leave, wellbeing support, life insurance, parental leave, an employee share plan, flexible working, and career development opportunities.

Requirements

• Prior experience in a customer facing role, preferably in a fast growing, SaaS company
• Ability to speak Cantonese to communicate with Hong Kong businesses is essential for this role
• Clear and concise verbal and written communication skills
• Customer-focused mindset with a willingness to provide exceptional experiences to our customers
• Team player attitude who enjoys collaborating and working in a cross-functional team environment
• Get Stuff Done attitude with strong ownership and follow through when completing tasks
• Grit and an open mind to test and try things differently and push through difficult scenarios
• Human-centred design mindset to innovate, improve processes and create experiences our customers love

Responsibilities

• Guide our new users through their initial interactions with the product, building confidence and competence
• Utilise your strong understanding of how Xero works and the value it can add to small businesses; driving customer conversion, retention and advocacy
• Help implement 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 personalised experience
• Explain core product features along with relevant adjacent products to our customers, and effectively demonstrate their value based on customer needs
• Administer iterative test-and-learn projects, at all stages of the marketing funnel and customer journey
• Work cross-functionally with marketing, sales ops, Go-To-Market and other internal teams to identify and provide feedback for areas of improvement and help optimise the customer experience
• Contribute to key projects and initiatives within the Asia region
• Deliver presentations to our strategic partners, Government organisations, app ecosystem Partners and financial partners
• Assist with technical questions from customers and direct them to self service through Xero Support and Xero Central or to a Xero Accountant or Bookkeeping Partner for implementation
• Achieve or surpass conversion and retention targets aligned with regional growth goals
• Meet required call, email volume, and qualitative metrics as set by your Leader
• Collaborate with the regional and global sales team to share knowledge, experience and capitalise on opportunities quickly and efficiently
• Build a deep understanding of key customer journey milestones and and able to execute key pieces of work that are assigned in order to help achieve this strategy
• Build a deep understanding of Xero products to confidently speak to customers about our product offerings and clearly articulate the value proposition

Benefits

• 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