Small Business Onboarding Specialist

Xero

Small Business Onboarding Specialist guiding Xero subscribers through accounting software setup and adoption. Delivering demonstrations, onboarding support, and customer conversion activities.

Posted 9/11/2026full-timeCape Town • 🇿🇦 South AfricaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer onboarding and account management, with a strong ability to communicate complex concepts clearly to small business owners. Proficient in using CRM software to enhance customer interactions and improve onboarding processes.

Highest-signal resume keywords

Customer Onboarding ExperienceSales Conversion SkillsCRM Software FamiliarityAttention to DetailCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Journey ManagementInvoicingReconciliationsSalesforceHubSpot

Soft Skills

Clear CommunicationOrganizational SkillsCuriosityCollaborative Mindset

Industry Keywords

Customer ExperienceSmall Business WorkflowsTarget-Driven EnvironmentBackground Checks

About the role

Key responsibilities & impact

Own the customer experience from first contact through the early stages of the customer journey
Engage directly with new subscribers during their first 90 days
Guide customers through key workflows and address pain points
Deliver live product overviews, discovery calls, tailored product demonstrations, and webinars
Guide new subscribers through setup milestones including bank feeds, invoicing, bills, and reconciliations
Use Salesforce or HubSpot to track customer interactions, manage pipelines, and document feedback
Identify opportunities for customers to benefit from connected ecosystem apps
Facilitate warm handoffs where needed
Collaborate with marketing, customer success, and product teams
Share insights, refine onboarding journeys, and continuously improve customer processes

Requirements

What you’ll need

Experience in customer onboarding, sales conversion, or account management within a target-driven environment
Ability to simplify complex concepts and communicate clearly with small business owners
Curiosity about small business workflows and basic accounting processes such as invoicing or reconciliations
Familiarity with CRM software
Ability to manage a varied workload independently with strong attention to detail and organisation
Collaborative mindset and enthusiasm for cross-functional work
Working rights for the country this role is based in
Satisfactory completion of relevant background checks

Benefits

Comp & perks

Hybrid work model combining remote options with collaborative time in modern office spaces
Designated boost days for team connection, planning, and learning
Autonomy to manage daily workflow
Recruitment process accommodations and adjustments
Background checks may include credit and criminal history checks