Small Business Onboarding Specialist at Xero guiding new customers in their early onboarding journey. Blending consultative sales with hands - on product demonstrations.
About the role
- Onboarding Specialist responsible for guiding partners through complex integrations with a payment platform. In a growing FinTech company, leveraging technical problem-solving and customer engagement skills.
Responsibilities
- Lead end-to-end onboarding for new partners, from sales handoff through activation and stabilization on the platform.
- Guide partners through integrations with PSA tools, accounting software, and ERP systems.
- Provide hands-on support for migrating customer payment methods from legacy processors to Alternative Payments.
- Deliver training sessions on platform functionality, automation features, and onboarding best practices.
- Clearly articulate the value of our platform and feature set to accelerate adoption and improve time to value.
- Ensure all required onboarding documentation and compliance checks are completed accurately and on time.
- Stay up to date on product enhancements and roadmap changes to provide accurate and relevant guidance.
- Troubleshoot technical issues and collaborate closely with Product and Engineering to resolve onboarding challenges.
- Maintain accurate onboarding updates and partner records in Salesforce.
- Gather partner and end-customer feedback to inform improvements across onboarding, product, and customer experience.
- Collaborate cross-functionally with Sales, Customer Experience, Operations, Product, and Engineering teams to continuously improve onboarding workflows.
- Track partner progress and proactively identify risks to long-term success on the platform.
- Identify opportunities to improve internal and partner workflows through AI and automation, and collaborate with Engineering and Operations to implement them.
Requirements
- 2–3 years of experience in a customer-facing role such as onboarding, customer success, account management, technical support, or implementation (ideally in SaaS, payments, or FinTech).
- Strong technical aptitude with the ability to troubleshoot software issues and understand system integrations.
- Ability to clearly explain technical concepts to non-technical stakeholders.
- Excellent written and verbal communication skills.
- A strong customer-first mindset with a focus on delivering high-quality onboarding experiences.
- Proven ability to manage multiple onboarding projects simultaneously and drive timely activation.
- Strong analytical, decision-making, and problem-solving skills.
- Comfort collaborating cross-functionally in a fast-paced environment.
- A proactive, self-starter mentality with the ability to work autonomously while staying aligned with team goals.
- A degree in communications, psychology, sociology, information technology, or a related field is preferred.
Benefits
- Competitive salary tailored to your experience, skills, and expertise.
- Equity opportunities so you can share in our growth and success.
- Unlimited PTO and flexibility when you need it the most.
- Yearly learning & development stipend to help you grow and do your best work.
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