Partner Success Manager

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.

As a Partner Success Manager (PSM) for Xero, you are responsible to deliver a best in class customer experience to established Xero partners. In this dynamic role you will focus on partners who are currently on a business plan and will support them in implementing Xero, fulfilling their contract for the remaining duration of the term and setting them up for a successful renewal. You will also engage partners who are not on a business plan but have the majority of their clients on Xero, to grow their organic run rate and identify growth opportunities.  As a PSM you will continue to drive the partner’s success through partner education of product offerings, the partner program, utilization/initiations and upgrades. You will uncover and introduce opportunities for upsell and cross-sell, while also playing a pivotal role in preventing churn.

What you’ll do:

• The PSM and the Post Sales Partner Consultants (PSPCs) work collaboratively to deepen the partners adoption and engagement with Xero. This engagement includes supporting the partner’s journey to meet the commitment of their business plan. 
• Work with a selection of accounting and bookkeeping firms to strategize ways to increase their revenue and promote growth via cross-sell or up-sell opportunities.
• Combat churn risk through education and value proposition, detecting and mitigating deletion or downgrade risks early. 
• Work with partners to ensure their customers are using the most appropriate Xero subscriptions and develop a conversion and activation plan to migrate new clients or upgrade existing clients. 
• Educate Partners on all Partner resources available, for example, ensuring Partners and staff attend webinars, events & complete certification training.
• Collate feedback from Partners on feature requests and relay through the appropriate channels.
• Provide resources and support to educate users about ancillary products, ensuring they understand their benefits and how to utilize them effectively
• Foster positive partner relationship(s); lead with service excellence, thought leadership, and proactive client management. Obtain the highest levels of partner satisfaction through responsiveness, regular communication, and ongoing risk mitigation.
• Travel is required regularly throughout the year for industry events and partner onsite meetings.

Success looks like:

• Developing and executing a strategic territory plan to meet/exceed monthly revenue & retention targets and meet/exceed monthly KPIs for gross orgs, initiations & activity metrics
• Fostering wonderful relationships - you are a ‘go to’ advisor of some of the most entrenched Partners, building deep relationships with Partners and stakeholders, developing multiple contacts within each Partner firm and educating them effectively. 
• Being self-motivated, process-oriented and taking full ownership of driving initiatives forward to create sustainable, long term revenue growth.
• Contributing creative ideas to support the team getting to the next level, optimizing workflows and enhancing the partner experience. 
• Working collaboratively with Partner Consultants as well as cross functional teams such as Customer Experience, Partner Community, Sales Operations, Finance, Marketing, etc. 

Critical competencies:

• Manage a large number of partner accounts, prioritizing time spent on account by opportunity potential
• Result driven and with strong initiative and able to work autonomously
• Outstanding communication and presentation skills
• Ability to thrive in a fast pace and complex environment
• Process driven and result focused approach
• Knowledge of Salesforce CRM 
• A talent for strong customer engagement 
• Strong cross functional and stakeholder management skills 

Experience:

• Experience in sales, in a fast paced technology or SaaS company
• Experience with managing long term client relationships
• Demo or Sales Engineer experience
• Accounting Experience is a plus

Why Xero? 

Diversity of people brings diversity of thought, and we like that. Our human-first culture of respect, fairness, and inclusion is what helps Xeros thrive and work and beyond. 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, employee resource groups, wellbeing programming and allowances, medical, dental, vision, and disability insurance, fertility and family forming financial support, 401k contribution matching, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices with snacks and break areas, flexible working, career development and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.