Leadership Development Manager for Customer Experience
7 days ago
Xero's Purpose
We're on a mission to help small businesses thrive by automating routine tasks, surfacing actionable insights, and connecting them with the right data, advisors, and apps. As a leader on our Customer Success team, you'll play a vital role in empowering our customers to achieve their goals and drive advocacy for Xero through delivering beautiful experiences.
Your Role
You'll lead a group of specialists, providing guidance, mentoring, and strategic direction to drive customer retention, satisfaction, and growth. Collaboration with cross-functional teams, including Sales, Product, and CX, will be essential in enhancing the overall customer experience. With a focus on increasing CX's contribution to the company's overall revenue, you'll use your natural leadership style to manage day-to-day outputs within our Partner Assist and Assisted Onboarding programs. The goal is to level up team capabilities via coaching and development opportunities, ensuring the team is equipped to support Xero's overall GTM strategy by delivering on a wide variety of campaigns and initiatives.
Key Skills and Qualifications
• Proven experience (4+ years) in Customer Success, Sales, or CX, with 2+ years leading or mentoring a team
• Strong leadership skills, with the ability to coach, motivate, and develop team members
• Industry knowledge: Experience in SaaS is preferred, but a strong understanding of customer success or sales principles and methodologies is required
• Organisational skills: Superior time management and organisational skills, with exceptional attention to detail
• Communication skills: Excellent verbal and written communication skills, with the ability to clearly and effectively communicate plans, insights, and instructions to the team while building rapport and influencing stakeholders
• Data-driven: Analytical and inspired by data, with the ability to interpret and utilise customer data to drive decision-making
• Performance and Behaviours: Regularly meet and exceed team and functional OKRs and metrics, with an ability to demonstrate a best-practice behaviour set that led to positive individual or team outcomes
Benefits and Perks
Xero offers a range of benefits and perks designed to support your well-being, career growth, and personal life. These include generous paid leave, dedicated paid leave for physical and mental wellbeing, employee assistance programs, free medical insurance, wellbeing and sports programmes, employee resource groups, and more. We believe in investing in our employees to create a healthy, productive, and happy work environment.
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