Partner Success Manager -Enterprise

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.

How you’ll make an impact

It’s an exciting time for the accounting industry as it undergoes a large-scale digital transformation. As a fundamental player on the Canadian Enterprise team you will have a direct impact on the success of large Canadian firms and the clients they serve. As a subject matter expert on all things related to change and project management, the Partner Success Manager (PSM) works to unlock the full potential of our Enterprise partners through a highly developed national strategy and strong working relationship with our partners.. Built on a solid foundation of product knowledge and process, the PSM begins developing strategic initiatives in a consultative manner in the pre-sales stage, refining and going deeper as they move into the post sales motion where ownership of the strategy is transferred to the PSM

What you’ll do

• Lead and conduct strategic kick-off meetings for partners to establish engagement model and partner strategy.
• You’ll maintain a set of KPI’s and report on performance regularly to your peers and manager.
• Proactive identification of process improvements, operational efficiencies, and product upgrade opportunities.
• Monitoring of account health metrics including activation, usage, and change specific analysis such as ADKAR analysis and/or PCT analysis
• Work collaboratively with the Enterprise Growth Managers on a growth strategy to understand the partners internal growth initiatives and how we deeper embed Xero to support their ambitions.
• Maintain consistent communication with internal stakeholders and assigned accounts via email and regular cadence check-in’s.
• Ownership of national strategy - create, execute, review and refine the change management and activation strategy for our Enterprise Partners as they move through the different stages of their Xero journey.
• Update the CRM system with all client communications including calls, emails and meetings.
• 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
• Ensures consistent and collaborative communication flows with key internal teams for stakeholder awareness and support
• Feed into and help deliver powerful business reviews for partners. Content requires data/metrics that are meaningful, along with strategic opportunities for our partners to transform and improve their operations with Xero

Success looks like

• Extensive project management and change management knowledge.
• Achieving your set targets and KPIs
• Demonstrated initiative and ability to work autonomously.
• Ability to influence and drive growth.
• Passion and desire to make a difference.
• Attention to detail and follow-up.
• Managing multiple ongoing projects related to our partners and internal resources.
• Being process driven and taking ownership.
• Outstanding communication and presentation skills.
• Earning the trust of our accounting partners to guide them and their teams through change, both directly (demonstrate and do) and indirectly (empower and teach others).
• Regularly demonstrating Xero’s core values - Human, Challenge, Team, Ownership, and Beautiful
• An enthusiasm for building strong relationships.

What you’ll bring with you

• Presentation delivery and resource creation experience.
• Productivity: Results driven with strong initiative and ability to work independently.
• Change management: Enthusiasm and passion for deploying strategies to lessen the impact of change on individuals and organizations.
• Experience in a client facing role.
• Experience creating, contributing to and/or deploying change management practices. Prosci certification will be highly regarded.
• Building relationships: A natural tendency towards building mutually beneficial partnerships and ability to create quick, strong rapport with accountants and other stakeholders
• Solution orientation: Capacity to learn, adapt and apply ideas in constantly morphing situations.
• Collaboration & teamwork: Ability to work cohesively with Partner Services, wider GTM team and external partner teams.
• Project management experience.
• Presentation skills: Outstanding communication, planning and presentation skills.
• Accounting industry, software, and workflow knowledge.
• Experience selling or leading implementations for Xero or similar cloud platforms.

Why Xero?

At Xero, we are empowered to bring our ‘whole self’ to work. 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. We care about learning together and celebrate our teams’ continuous improvement and career development.

Want to read more about inclusivity at Xero? Learn a little more about it here .

We offer a great remuneration package, including compelling benefits and perks, like Xero shares and great parental leave policies. We also support flexible working arrangements that allow you to balance your work, your life and your passions. Our Canadian Xero family includes Hubdoc and TaxCycle and we have offices in Toronto, Calgary, and Vancouver. From the moment you step through our doors, you’ll feel welcome and supported to do the best work of your life.

At Xero we embrace diversity and inclusion and value a #challenge mindset. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience . If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.