Senior Customer Readiness Manager

Sydney, NSW Melbourne, VIC
Permanent
Full-time

24 days ago

Our PurposeAt 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 youCritical 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.

Xero

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