• Manage a portfolio of onboarding projects, ensuring that projects are consistently delivered on time and with quality • Partner with customers to understand their business requirements and objectives, and help design solutions and onboarding plans to achieve these objectives • Effectively manage all project communications, both internally and externally with customers • Educate and enable customers on Qualio products and best practices • Identify and track project risks and issues, and coordinate with internal resources to ensure timely resolution • Partner with Sales and CSMs to ensure smooth hand-offs throughout the customer journey, and with the Product team to ensure effective feedback loops for customer requirements • Maintain excellent relationships with Product Management and Development, ensuring all work is customer-focused.

• Help new Xero Payroll customers complete onboarding milestones • Proactively reach out to customers and guide them through setup steps • Track customer progress accurately and identify when additional support is needed • Collaborate with Payroll Specialists and wider payroll team

• Coordinate customer onboarding and installation projects from kickoff through completion. • Schedule installation dates with customers and third-party installation vendors. • Serve as the primary liaison between customers, vendors, and internal teams throughout the onboarding process. • Track project milestones and ensure all required tasks are completed on schedule. • Collect and organize customer documentation and project assets, such as site information and planograms. • Communicate project updates, timelines, and next steps to all stakeholders. • Escalate technical issues to internal engineering teams and coordinate communication until resolution. • Perform remote quality assurance checks after installations to verify successful implementation. • Maintain accurate project documentation and update internal tracking systems. • Identify potential delays or risks and proactively work with stakeholders to keep projects on track.

• Lead end-to-end onboarding for complex, multi-stakeholder customers, managing competing priorities and timelines to deliver successful implementations. • Translate customer business goals into measurable onboarding objectives tied to activation, adoption, and time-to-value outcomes. • Design and deliver scalable, multi-Hub solutions aligned to advanced business processes, data models, and reporting needs. • Oversee product configuration, integrations, training, and initial campaign execution to accelerate customer impact. • Advise customers on technical elements such as integrations, APIs, permissions, and governance within the HubSpot ecosystem. • Facilitate effective discovery sessions across diverse customer contexts, adapting for executive, technical, regional, or language considerations. • Partner cross-functionally with Sales, Customer Success, Services, and Product teams to ensure a seamless and consistent customer experience.