Small Business Specialist

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