Small Business Specialist | Xero

• The Small Business Specialist is responsible for ensuring Xero’s SMB users successfully convert to paying customers, are properly onboarded, and gain maximum value from the product by deepening feature usage. You will use your product knowledge and expertise to connect with customers, primarily through proactive phone conversations, online meetings, and email, to build their confidence in Xero’s value for running their business.
• You will make an impact by guiding new Xero users through their initial interactions, driving conversion, retention, and advocacy. This role is also focused on continuous improvement, as you will continually identify, test, and implement process and procedure improvements to drive business efficiencies and conversion/retention improvements. Success looks like meeting or exceeding conversion and retention goals aligned with regional targets.

The team & how they connect

• This team is focused on Xero’s Small Business customer (SMB) base in South Africa and EMEA, driving effective conversion and retention activities. They work collaboratively and cross-functionally with marketing, sales operations, and other internal Go To Market teams to share knowledge, improve the customer experience, and quickly capitalise on opportunities.

Initially, the role will focus on

• Guiding new Xero users through their initial product interactions to ensure ongoing utilisation as a paying customer.
• Acting as the customer-facing representative for iterative ‘test-and-learn’ projects across the customer journey.
• Leveraging available data and insights to provide a dynamic and personalised experience in every customer interaction.
• Preparing for and delivering presentations to Xero strategic partners, government organisations, app ecosystem partners, and financial partners.

Where and how you can work

• This is a hybrid role; 3 days of the week in our Cape Town office.

Here are some of the things we’re looking for, for this role

• You will bring experience in a customer-facing sales role, preferably within a fast-growing, SaaS organisation.
• You are confident to engage with small businesses across South Africa and EMEA via the telephone and virtual meetings.
• You possess a great understanding of Xero, confidence when speaking about our product offerings, and the ability to articulate our value proposition.
• You have the initiative to proactively spot opportunities to add maximum value into every customer engagement.
• You have clear, concise communication skills, including both verbal and written, and the confidence to communicate opportunities for improvements.
• You can demonstrate resilience to push through difficult customer conversations and carry on with initiatives even if they are not immediately successful.