Does Xoxoday assign a dedicated account manager for support?

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Dedicated support from day one

Every organisation that deploys Xoxoday’s employee engagement solution is paired with two named contacts: an Account Manager and a Customer Success Manager. These roles are distinct and complementary. The Account Manager handles commercial continuity and escalations, while the CSM focuses on programme success, adoption benchmarks, and strategic outcomes. This structure means your team always has a clear point of contact — whether the issue is a technical escalation, a campaign planning question, or a request to rethink how recognition is structured across departments.

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What the Customer Success Manager does

The CSM acts as a strategic partner, not just a support contact. From the moment Xoxoday goes live in your organisation, the CSM helps shape how the platform is adopted across teams. This includes assisting HR leaders in interpreting engagement feedback, identifying drop-off points in recognition participation, and recommending programme adjustments based on platform data. If your organisation runs Xoxoday alongside tools like Slack, Microsoft Teams, or an HRIS such as Workday or SAP SuccessFactors, the CSM helps coordinate the adoption experience across those surfaces — ensuring that rewards and recognition flow naturally into the tools employees already use daily.

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Campaign ideation and best practices

Beyond reactive support, the CSM proactively surfaces campaign ideas aligned to your engagement calendar — onboarding milestones, work anniversaries, performance cycles, and cultural moments. They share best practices drawn from how other organisations structure recognition programmes, helping your team avoid common pitfalls without starting from scratch. For organisations using Darwinbox or similar HCM platforms, the CSM advises on how to align Xoxoday’s reward triggers with existing performance or tenure workflows, maximising the relevance of every recognition moment.

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Quarterly performance reviews

Xoxoday’s CSM conducts structured quarterly reviews that go beyond usage statistics. These sessions present platform insights — redemption trends, participation rates, category preferences — alongside concrete recommendations for the next quarter. The goal is a working session, not a report handoff, so your programme continuously improves rather than plateaus. This rhythm also provides a regular checkpoint for escalating unresolved issues, adjusting programme scope, or planning for upcoming changes such as organisational restructuring or a new market rollout.

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Escalation coverage

When issues require urgent attention, the Account Manager provides a direct escalation path above standard support channels. This ensures that business-critical problems — such as a reward fulfilment delay ahead of a major recognition event — are handled with appropriate priority and clear ownership. Xoxoday’s two-layer support model is designed so that neither strategic guidance nor operational issues fall through the cracks between handoffs. Learn more: Xoxoday Help Centre — Support