Groww - Associate Director - Customer Success

We are India's fastest growing investment platform. We are changing the way India invests. We believe in simplifying customer experience. At Groww, we are obsessed in building simple and scalable products for our customers and hence trusted by millions of Indians.

Job Responsibilities

- In the initial phases of developing the Customer Success function, this role will be responsible for planning, cross functional engagement, project management and executing the plan for Customer Success.

- Work with the Sr. Director of Customer Support to define and refine data requirements and definitions for Key Performance Indicators (KPIs); develop and automate various reports on the state of customers,

- Create internal processes and/or process improvements to enhance the functioning of the Customer Success team; identify, evaluate and recommend new tools to streamline workflows.

- Create and evolve internal Customer Success playbooks and customer journey profiles.

- Develop robust analytical capabilities together with Product Management to monitor usage and improve functional performance of Groww products

- Constantly evaluate, identify and collaborate with management to implement the best approach to customer segmentation, team organization, team incentives, technology, and processes to deliver a great customer experience.

- Use thorough knowledge of our products and those the customers are currently utilizing to develop the customer's leaders- understanding of Groww products and the valuable outcomes they can achieve.

- Lead by example and promote the importance of creating trusted advisor relationships with Customers- executive sponsors that enable and lead to strategic partnerships and align with our business and strategy.

- Assemble and leverage cross functional teams, internal to Groww and customer personnel to drive desired outcomes for investors

- Develop a culture of customer obsession and accountability, striving for nothing less than 100% customer satisfaction

- Be an expert on best practices in change management