Small Business Onboarding Specialist

The role & it's impact:

As a Small Business Onboarding Specialist you will be responsible for ensuring a smooth onboarding experience for new subscribers within their first 90 days of using our Xero suite of tools. Through active listening and guidance, you will maximise the value customers receive from their initial investment in the platform and will provide live product demonstrations that directly address customer pain points. In this role you will directly influence customer satisfaction and help small businesses thrive through the effective use of our software.

The team & how they connect:

You will join a close-knit team of five, all reporting to our Sales Team Lead. This team works closely together to meet onboarding targets and improve the Xero customer journey. You will also collaborate with internal teams, including sales and product development, to share feedback and develop best practices.

Initially, you will focus on:

• Conducting live product demonstrations via Google Meet for new subscribers within their first 90 days.

• Collaborate with customers to understand their business requirements and goals, and provide guidance on utilising Xero Accounting Software effectively to achieve those objectives.

• Identifying opportunities for upselling or cross-selling additional apps that align with customer needs.

• Documenting customer interactions and resolutions to facilitate ongoing support.

• Maintaining deep knowledge of accounting software features and industry best practices.

Where and how you can work:

This permanent, full-time role is based in our Singapore office. To support connection and collaboration, the team works from the office on Mondays and Wednesdays. We value a hybrid approach that allows for both in-person teamwork and the flexibility to manage your workload effectively.

Here are some of the things we are looking for:

• You have a background in customer success, as this experience is essential for supporting our subscribers.

• A strong understanding of accounting principles or small business daily transactions will help you provide expert advice.

• You bring exceptional communication skills and a passion for delivering a beautiful customer experience.

• Familiarity with CRM systems like Salesforce or HubSpot helps you manage customer data with precision.

• You enjoy working independently while remaining a great team player who can collaborate across the business.

• Your ability to listen actively allows you to turn customer concerns into appropriate solutions and recommendations.

At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team, so we encourage you to apply even if your experience isn't a perfect match!