VP Customer Engagement

Business Services | Denver, CO, USA

Xero is beautiful accounting software that's changed the way people do business all over the world.

 

http://vimeo.com/51563083 — watch the video, you'll enjoy it.

 

The company is also nearly doubling in size every year.  We’re winning.  Come help us win more.

 

Role and Key Responsibilities:

Part 1 - Customer Engagement

  • Drive the development and management of the end-to-end experience and customer journey maps for all 4 N. America constituent groups:  ecosystem, partner (accountants and bookkeepers), small & medium business, and employees.
  • Ensure ownership exists for each key experience; identify any gaps
  • Drive the reporting process for “how we’re doing” across all the key experiences, including measurement and benchmarking
  • Collaborate with the different units in the company to operationalize experience strategy; work with senior executives to build the plan to improve these experiences
  • Educate and coach employees in “how to do this the Xero way” of being an experience design-led software company, so creating great experiences becomes a way of life for everyone in the company
  • Help the organization understand the processes, methods, and tools necessary to understand the constituent groups, and translate that understanding into successful points of contact
  • Help keep the entire organization focused on the user and points of contact with the user
  • With the CEO of N. America and the NA Leadership Team (of which this person is a member), have a pipeline of key experiences that need improvement and dive deep into 1 or 2 at a time – working cross-functionally to create step-change improvements specifically designed to drive word of mouth 

Part 2 - Denver Office Leader

  • Be the senior leader in the Denver office
  • Drive the Xero brand in the Denver area – help grow Xero’s market share in the area, help make us a top employee destination site
  • Drive overall employee engagement in Denver
  • With our Facilities team, tackle any real estate and facility issues as we grow – new locations, etc.
  • With our HR team, tackle any local HR issues where having an on-site senior leader would be helpful/needed 

What you will need:

  • Minimum of 15 years business experience
  • Enough gravitas to be taken seriously, enough intelligence to be able to act independently, and enough loyalty and willingness to be behind the scenes to be an effective enabler.
  • A reputation for unquestioned integrity and a highly developed sense of ethics.
  • Demonstrated relentless focus on delighting customers and employees.  Someone who thinks customer-in vs. technology-out.
  • High energy, confident, and ambitious -- someone who can consistently perform at the highest level in an extremely fast paced, dynamic, and high growth environment.
  • Strong bias for action.
  • Strategic thinker.
  • Open to learning and finding ways to apply and test.
  • Strong facilitation and influential skills and must be an effective change agent.  
  • A focus on delivering business results.
  • Highly developed interpersonal skills—someone who can be as effective through influence as through direct control.
  • Candid, direct, and non-political.
  • Bachelor’s degree or equivalent, MBA preferred

 

Xero is an Equal Opportunity Employer.

 

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