Job Description

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

How you'll make an impact

In this onboarding specialists role, you'll be part of a dynamic sales and support team with an opportunity to develop your sales and communications skills through training, mentorship and cross-functional collaboration while contributing to achieving Xero's revenue goals.

You'll be responsible for helping drive conversion and retention of Xero's Small Business (SMB) customer base; including ensuring our SMB users in Canada are successfully converted to new customers, onboarded, and feel confident using our product.

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 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.

What you'll do

• Proactively engage and support small businesses through their customer journey from a converted lead through the first 120 days of product use
• Maintain active engagement with new and existing leads through creative follow-up communications designed to increase customer interest in Xero
• Enhance your resiliency skills to anticipate, prepare, and overcome objections in sales communications
• Build relationships and guide new Xero users through their initial interactions with the product, building confidence and competence to ensure ongoing utilization as a paying customer
• 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
• Achieve monthly/quarterly targets of leads to closed opportunities
• Report weekly to your direct manager on challenges, successes and progress against your targets

Success looks like

• Meeting or exceeding conversion and retention goals aligned with regional growth targets
• Meet the required call volume and overall qualitative metrics as defined by your Leader
• Working with others in the Small Business team regionally and globally to share knowledge, experience and capitalize on opportunities quickly and efficiently
• Have a 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 you'll bring with you - Critical Competencies

• You excel in a fast-paced environment while meeting and exceeding measurable performance goals
• Confidence to engage with small businesses via the telephone with a desire to learn about their business with meaningful conversations
• You have a passion to help businesses improve with technology and go above and beyond
• Initiative to proactively spot opportunities to add maximum value into every customer engagement
• Confidence to identify and communicate opportunities for improvements or future proactive customer engagements
• Highly organized, able to manage time effectively, and work independently
• Results-driven and able to work through rejection
• Clear, concise communication skills, including both verbal, face to face and written

What you'll bring with you - Experience

• 2-3 years experience in a customer success/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

Why Xero?

At Xero, we are empowered to bring our 'whole self' to work. Our collaborative and inclusive culture is one we're immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate. We care about learning together and celebrate our teams' continuous improvement and career development.

Want to read more about inclusivity at Xero? Learn a little more about it .

We offer a great remuneration package, including compelling benefits and perks, like Xero shares and great parental leave policies. We also support flexible working arrangements that allow you to balance your work, your life and your passions. Our Canadian Xero family includes Hubdoc and TaxCycle and we have offices in Toronto, Calgary, and Vancouver. From the moment you step through our doors, you'll feel welcome and supported to do the best work of your life.

At Xero we embrace diversity and inclusion and value a #challenge mindset. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience . If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.