Senior Account Manager (Former Employee) – San Francisco, CA – 29 June 2016
I joined the US team in 2012 as Xero was launching in the United States. It was a tremendous experiences tha provided the opportunity to interface with nearly every part of the business and to work with talented teammates across the globe.
The hardest part of the job was probably competing the in US market against some very entrenched competitors. While Xero has a great product, the accounting industry is incredibly inert - especially in the US as opposed to the company's other markets. This was the source of some friction as the US market and customer base is growing a little more slowly than some had expected. Nonetheless, progress is being made and I expect to see the company continue to grow and become a major player in the US market.
Great office, great people, chance to visit other offices around the world
Customer Experience Analyst (Former Employee) – Denver, CO – 27 March 2019
A place that does not walk the talk...but it's a pleasant enough environment, for about a month... For all the hype about a progressive management culture where you can "do your best work", don't plan on making any quick internal moves if you go in on the C/X team as you're expected to serve for at LEAST 12 months handling cases that come in via Salesforce.
Management has ambitious goals to take share from Quickbooks, but the reporting and management analysis capabilities provided by the software are not strong enough to make those ambitious goals possible with their CPA (small & mid-tier & even some LARGE) firm target market.
They're pushing a product that's not quite ready for prime-time but the youngsters that are leading the US charge have their hearts in the right place, even if they're chasing an established competitor that has decades of market experience and a head-start that's going to be challenging to overcome, especially with a system that gets data INTO the system elegantly, but doesn't output the data elegantly enough to be a serious contender for professionals that need to demonstrate value-added capabilities to their clients, if they want to use this platform.
Free breakfast & lunch once a week, ping pong table
Inexperienced management, product could not deliver on lofty goals
Thank you for sharing your experience working with Xero. We pride ourselves on creating an environment where employees are encouraged to take ownership of their work and grow within the company if that is their goal. We certainly see a great deal of our CX team members grow into other positions throughout the company. We are upfront in the recruitment process both in the work that CX does in supporting and delighting our customers, and that we ask for a 12 month commitment due to the level of training involved in this role. The customer and product knowledge gained in CX work is often instrumental to people's growth throughout the company. We will continue to evaluate the 12 month commitment and ensure it is adding value to our employee experience and business goals. As well, Xero's mission continues to remain focused on our commitment to accountants, bookkeepers and small businesses in providing them with the best technology available. We certainly are passionate about that. Thank you again for your review.
-Brigitte, Talent Acquisition Specialist
Job Work/Life Balance
Great people, culture, and flexibility
US Education Coordinator (Current Employee) – San Francisco, CA – 10 September 2018
Great work environment which is relaxed and flexible. Great people to work with. SF office has a great view of the Bay Bridge. Some teams are more collaborative than others. Everyone gets along and coworkers quickly become friends. Fast paces at times and some low-peak times. Fun and great conferences that are put together.
people, flexibility, culture, happy hours
gap between US and global teams, RSUs in Australia, US market is often forgotten, HQ in New Zealand