Small Business Specialist

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.

What you’ll do

• 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.

What you’ll bring with you

• Experience in a customer 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
• 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