Small Business Specialist

Our Purpose 

At Xero, we're here to help supercharge small businesses. 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

You'll be responsible for helping to drive effective conversion and retention activities aligned directly to Xero's Small Business customer (SMB) base. This will include ensuring our SMB users in South Africa and EMEA are successfully converted to new customers, onboarded, feel confident using our product, and get the most from Xero by deepening feature usage in both the core Xero product and product adjacents.

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, online meetings 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. 

The Small Business Specialist will continually identify, test and implement processes and procedures to drive efficiencies across the business.  You'll be encouraged to participate in iterative 'test and learn' activities that challenge the status quo and drive new customer conversion and retention improvements.

• Guide new Xero users through their initial interactions with the product, building confidence and competence to ensure ongoing utilization as a paying customer.
• Act as the customer facing representative administering iterative test-and-learn projects, at all stages of the marketing funnel and customer journey.  
• Implementation of 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 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
• Work with Go To Market Teams across the business to share tips and tricks and identify and feedback areas for improvements
• Work cross functionally with marketing, sales ops and other internal teams to optimize the customer experience.
• Support projects and initiatives within the region 
• Prepare for and deliver presentations to Xero strategic partners, Government organizations, app ecosystem Partners and financial partners. 
• Assist with technical questions from customers and drive them to self service through Xero Support and Xero Central or to a Xero Accountant or Bookkeeping Partner for implementation.
• Proactively understand and manage compliance and regulatory obligations for your areas of responsibility.

• Meeting or exceeding  conversion and retention goals aligned with regional growth targets.
• Meet the required call and email volume and overall qualitative metrics as defined by your Leader.
• Working with others in the sales team regionally and globally to share knowledge, experience and capitalize on opportunities quickly and efficiently.
• Having 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 

• Proven inbound sales experience
• Complex solution selling experience
• Strong communication, relationship building and stakeholder management
• Confident to engage with small businesses across South Africa and EMEA via the telephone and virtual meetings
• Ability to adapt to changing priorities and tasks
• Resilience to carry on with tests and initiatives even if they are not proving successful initially as well as resilience to push through difficult phone calls/virtual meetings with customers
• 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

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, cash referral bonuses, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices with snacks, coffee, and spaces for you to take a break, flexible working, career development,  and many other benefits that reflect our human value, you'll do the best work of your life at Xero.