Transformation Business Lead

11 hours ago

Melbourne, Victoria, Australia beBeeCustomer Full time $193,600 - $240,500
Job Description

As a Senior Customer Readiness Manager, you will be responsible for leading the customer readiness team to ensure seamless product and business change implementation.

Our purpose is to help small businesses supercharge their operations by automating routine tasks, surfacing actionable insights, and connecting them with the right data, advisors, and apps.

The customer readiness team plays a critical link between the customer organisation and product teams. Their key responsibilities include:

  1. Ensuring successful implementation of product and business change into the customer organisation.
  2. Monitoring the customer impact of product change.
  3. Providing constant feedback loop for customer product insights from Xero Product Ideas (XPI).

You will lead, coach, and develop a high-performing delivery team closely aligned with the customer organisation's objectives and key results. Your team will have stakeholders across multiple global divisions, and you will effectively drive advocacy for the needs and objectives of the wider customer experience leadership team.

Key Responsibilities

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 relevant decision-making forums, escalate high-impact decisions as needed, and put commercially viable plans in place to mitigate risks as required.

Ensure 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.

Effectively manage and support your direct reports, ensuring regular performance reviews and timely feedback.

Be a highly visible and senior leader who role-models Xero's value and strongly advocates for the customer support model.

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