Lead the Customer Readiness Team, ensuring successful product implementation, risk mitigation, and continuous improvement of customer advocacy processes.
Our Purpose
At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.
The Customer Readiness Team forms a critical link between the Customer Organisation and Product teams by playing a key role in:
• Successful implementation of product and business change
• Identification of critical customer risks which are mitigated through the business readiness process
• Monitoring the customer impact of product change
• Supporting our business response in incident management; and Providing a constant feedback loop for customer product insights from Xero Product Ideas (XPI)
You will lead, coach and develop a high performing delivery team tightly unpinned by the Customer organisation’s objectives and key results. Your team will have stakeholders that span multiple global divisions, and you will effectively drive with advocacy for the needs and objectives of the wider Customer Experience Leadership Team.
What you'll do
• Engage with leaders across Product, Technology, and Customer functions as the primary conduit to deliver awareness of product initiatives and their impact on customers
• Advocate for customer outcomes and ensure customer requirements are understood and adopted for high priority business change
• Raise risks through the relevant decision making forums, escalate high impact decisions as needed, and put commercially viable plans in place to mitigate risks as required
• Ensure the successful implementation of product and business change into the Customer organisation - Cost to Service (CTS) objectives are achieved, CX productivity is not impacted, and all customer teams are well prepared to support customers
• Champion continuous improvement of release readiness to increase effectiveness of change delivery
• Embed a culture of Customer advocacy within the team, driving customer centric solutions to technical and non-technical issues experienced
• Support the development of analytics based insights to advocate for desired customer product outcomes and solve customer and business needs
• Monitor the impact of product change and issues, and play a key role in relaying customer sentiment back into the business
• Strategically develop and implement engagement models both internally and externally for the XPI and Xero discussions forums
• Uplift the capability and delivery of your team
• Your direct reports are effectively managed and supported. Their performance is reviewed regularly and feedback is continually provided in a timely manner.
• Be a highly visible and senior leader, who role models Xero’s value and strongly advocates for the customer support model
What you’ll bring with you
Critical competencies
• Commercial mindset and preferred understanding of SaaS business models
• Excellent communication skills with an ability to interact with different stakeholders, both non-technical and technical
• Highly agile, responsive and enjoys pivoting to changing demands at pace
• Comfortable working with complex and diverse data and applying robust problem solving skills
• A strong people and performance leader, driven by delivery of tangible business outcomes and results
• Initiative and a passion for data and a willingness to go the extra mile
• Ability to build and maintain effective relationships, collaborating with key stakeholders
• Ability to challenge assumptions respectfully
Experience
• Project management experience
• Proven leader of a delivery team - ability to maximize resource to deliver tangible business value
• Strong stakeholder management experience - Executive level preferred
• Proven ability to influence outcomes at all levels in a variety of contexts
Why Xero?
Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.
Top Skills
Analytics
SaaS
Xero Sydney, New South Wales, AUS Office
Our office is in the heart of the Sydney CBD with views of the Sydney Harbour Bridge. We're just over by Wynyard Park so it's easy to get to.
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