Head of Education - APAC at Xero

Customer Success, Permanent, Melbourne, AU melbourne support full-time
Posted 8 days ago

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. 

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

About the Team;

Customer Success contributes to Xero’s purpose to ‘Make life better for people in small business, their advisors and communities around the world by‘Unlocking the power of Xero for everyone by connecting them to knowledge and each other’.

About the Role;

As Head of Education - APAC You’ll be responsible for  providing leadership and guidance to ensure your teams are highly engaged, aligned and performing at their best to do this. You’ll also form strong stakeholder relationships within Australia and Asia to be seen as a critical business partner to achieve Xero’s aspirations. Your ability to lead and influence to deliver on customer strategy in a matrix organisation is an integral and rewarding part of this role.

You’ll develop and execute the Australian and Asia Education priorities in line with the global Customer Success strategy. Responsible for overall delivery of Partner and Small Business education within the  Australia and Asia market by leveraging experiences created within your direct team and global assets and experiences produced centrally. 

What You'll Do;

  • Support the execution of  our Customer Success strategy and aspirations and ensure we maximise our reach in  Australia and Asia and deliver commercial returns for Xero and a positive impact for customers with every interaction
  • Be a strategic and operational executor to run our business who is able to work effectively in a cross functional global team and matrix
  • Be a thought leader, keep up to date with latest trends including digital and social. 
  • Manage and coach a team that provides best in class delivery of live, written and on demand education content to Xero small businesses and accounting partners
  • Establish a deep connection and understanding of our small business customers and advisors
  • Inline with any global governance you will oversee the delivery and maintenance of effective and efficient education experiences for all customers connected to the Xero Platform creating confident, skilled Xero advocates
  • Actively engage with other senior Education & Content leaders in Customer Success to ensure continual improvement and application of best practice and timely delivery of key regional initiatives 
  • Build strong commercial relationships with senior stakeholders in all our regions to ensure we’re aligned on local priorities which are successfully executed
  • Be the champion and face of Customer Success in  Australia and Asia to successfully implement global assets, resourcing and initiatives 
  • Monitor and analyse key education and commercial data and metrics of the team
  • What You'll Bring With You;

  • Driven leader with proven experience operating at Senior Leadership level 
  • Strong demonstrable commercial experience
  • Extensive experience in stakeholder management and relationship building
  • Proven successful team management experience including remote management
  • Extensive experience creating and driving strategy and change
  • Proven understanding of taking customers needs and turning them into new innovative experiences
  • Proven ability creating and implementing large scale programs
  • Small business, accounting, education and/or SaaS experience would be desirable
  • Why Xero?

    At Xero we support many types of flexible working arrangements that allow you to balance your work, your life and your passions. We offer a great remuneration package including shares plus a range of leave options to suit your well-being. Our work environment encourages continuous improvement and career development and you’ll get to work with the latest technology.  

    Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. We are a member of Pride in Diversity, in recognition of our inclusive workplace. So, from the moment you step through our doors, you’ll feel welcome and supported to do the best work of your life.