Small Business Onboarding Specialist

Xero • Denver, CO

19h • Onsite

About The Position

You will be the primary guide for subscribers during their crucial first 90 days, ensuring they experience a smooth onboarding journey and achieve maximum satisfaction with our product. By conducting live product demonstrations and actively listening to customer pain points, you will provide tailored solutions and recommendations that help small businesses become more efficient.
Your influence extends beyond initial setup; you will act as a consultant to identify opportunities for upselling or cross-selling relevant apps that align with specific business goals. Through documenting interactions and collaborating with internal teams, you will play a vital role in refining our product and positioning our software as the premier choice for customers.

Requirements

• You bring a background in sales or customer onboarding, ideally with experience working in a targeted or quota-driven environment.
• Confidence in running live product demonstrations via video conferencing tools is essential to your success in this position.
• You possess a consultative mindset, balancing the ability to identify upsell opportunities with a genuinely helpful and advisory approach.
• Working proficiency with CRM systems, such as Salesforce or HubSpot, allows you to effectively log interactions and manage your workload.
• You have exceptional communication skills, capable of explaining complex concepts simply to users with varying levels of technical expertise.
• A passion for active listening and customer empathy helps you uncover true needs and make our customers feel heard and supported.

Responsibilities

• Onboarding five to eight small business owners on a daily basis to maximise retention and ensure the product becomes an integral part of their workflow.
• Utilising Salesforce and Google Meet to manage interactions, track opportunities, and deliver engaging live demonstrations.
• Operating in a high-test environment over the next six months to help re-imagine the onboarding experience and determine how we best engage with our customers.
• Collaborating with product, customer experience, and marketing teams to provide feedback that enhances our understanding of customer pros and cons.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees