Head of Education - UK & EMEA

Job Description

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 helpsmall 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 youll make an impactCustomer Success contributes to Xeros purpose to Make life better for people in small business, their advisors and communities around the world by Unlocking the power of Xero for everyone by connecting them to knowledge and each other. Workingas part of the Customer Success Leadership Team, youll contribute to and execute the collective team vision and strategy to ensure we achieve our aspirations so we can claim;- We are the most valued source of advice for small businesses and their advisors- We are the world leaders in digital Customer Success- We are a strategic force for delivering Xeros performance at scaleAs Head of Education for UK & EMEA, youll be responsible for providing leadership and guidance to ensure your teams are highly engaged, aligned and performing at their best to do this. Along with being an effective leader within the Customer Success teamyoull also form strong stakeholder relationships within the UK & EMEA to be seen as a critical business partner to achieve Xeros aspirations (commercial, customer and people).Youll develop and execute the UK & EMEA Education priorities in line with the global Customer Success strategy and governance to enable Xero to achieve its business goals in the UK & EMEA. You will be responsible for overall delivery of Partner and SmallBusiness education within the UK & EMEA market by leveraging experiences created within your direct team and global assets and experiences produced centrally. What youll do

• Support the execution of our Customer Success strategy and aspirations and ensure we maximise our reach in the UK & EMEA and deliver commercial returns for Xero and a positive impact for customers with every interaction
• Be a strategic and operational executor to run our business who is able to work effectively in a cross functional global team and matrix
• Be a thought leader, keep up to date with latest trends including digital and social. Share best practices with the Customer Success team
• Motivate, lead and develop a strong, high performing, effective team aligned to our strategy and vision
• Manage and coach a team that provides best in class delivery of live, written and on demand education content to Xero small businesses and accounting partners
• Establish a deep connection and understanding of our small business customers and advisors to ensure that any work is aligned to clear problem statements, outcomes and key results
• Inline with any global governance you will oversee the delivery and maintenance of effective and efficient education experiences for all customers connected to the Xero Platform creating confident, skilled Xero advocates
• Actively engage with other senior Education & Content leaders in Customer Success to ensure continual improvement and application of best practice and effective use of global resources in the timely delivery of key regional initiatives
• Build strong commercial relationships with senior stakeholders in all our regions to ensure were aligned on local priorities which are successfully executed to achieve growth aspirations and be seen as a strategic force for delivering performance
• Be the champion and face of Customer Success in the UK & EMEA to successfully implement global assets, resourcing and initiatives
• Monitor and analyse key education and commercial data and metrics of the team and incorporate this behaviour into the team to drive decision making and continuously improve our experience and report back to your team and stakeholders on your progress

What youll bring with you

• Driven leader with proven experience operating at Senior Leadership level (+5 years experience)
• Strong demonstrable commercial experience
• Extensive experience in stakeholder management and relationship building
• Proven successful team management experience including remote management
• Extensive experience creating and driving strategy and change
• Proven understanding of taking customers needs and turning them into new innovative experiences
• Proven ability creating and implementing large scale programs
• Small business, accounting, education and/or SaaS experience would be desirable
• Inspirational leadership, championing a team to thrive and a commitment to creating an environment where people can do the best work of their lives
• Experience in developing and executing strategic and operational plans
• Outstanding communication skills and proven success in building strong relationships
• Initiative and ability to work autonomously and take ownership to follow through and resolve problems
• Outstanding organisation, communication and presentation skills
• Passion and desire to be an industry leading function, with a desire to make a difference and challenge the status quo
• Customer centric approach
• Diligence and commitment to following. through and resolving problems
• Loads of initiative and self motivation

Why XeroAt Xero we support many types of flexible working arrangements that allow you to balance your work, your life and your passions. We offer a great remuneration package with benefits that support a range of lifestyle choices and requirements and the opportunityto participate in Xeros success through our Long Term Incentive scheme. Xero has rapidly expanding offices in London, Milton Keynes and Manchester and our work environment encourages continuous improvement and career development. Our collaborative and inclusive culture is one were 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 successfully. We are aStonewall Diversity Champion, and Di