Small Business Onboarding Specialist

Summary

Join Xero as a Small Business Onboarding Specialist (SBO) and help new customers navigate the platform within their first 90 days. You will conduct live consultations, address customer needs, identify upsell opportunities, and ensure a smooth onboarding experience. This role requires exceptional communication skills, a strong understanding of the Xero platform, and a passion for customer success. You will work collaboratively with the sales team and other internal teams to optimize the customer experience. Success is measured by meeting conversion and retention goals, reducing churn, and increasing customer satisfaction. The position offers opportunities for professional development and growth within a fast-paced, global environment.

Requirements

• 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
• 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

Responsibilities

• 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

Preferred Qualifications

• Experience using Xero is advantageous
• Ability to speak Mandarin, Cantonese, Malay or other Asian language  is a plus

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
• 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