Customer Success Manager - GIG Rewards App

As a Customer Success Manager at GIG, your main responsibilities will include guiding partners through the onboarding process, managing and optimizing campaign execution, and analyzing performance metrics to provide actionable insights. Your goal is to ensure partners achieve their objectives while fostering long-term relationships for mutual success, advocating for their needs within the company, and collaborating with cross-functional teams.

To qualify for the Customer Success Manager role at GIG, you should have 3-5 years of experience in customer success or account management, preferably in SaaS, gaming, or marketing. Familiarity with tech integrations and campaign performance tools is a plus. Strong analytical abilities, exceptional communication skills, and a proactive approach to problem-solving are also essential.

GIG is committed to supporting the professional growth of its Customer Success Managers by offering opportunities within a dynamic environment. You'll be encouraged to develop your skills through hands-on project involvement, cross-training, and collaboration with innovative teams that help you expand your knowledge about user engagement and acquisition strategies.

In the Customer Success Manager role at GIG, you'll manage campaigns that revolve around gamified quests designed to enhance user engagement and loyalty. You'll work closely with partners to align these campaigns with their specific objectives, ensuring a smooth execution that drives measurable results for both GIG and its partners.

Cultural awareness is highly important for the Customer Success Manager role at GIG, especially familiarity with markets such as the Philippines or other high-growth regions. Understanding regional nuances enhances your ability to tailor campaigns effectively and build strong relationships with partners, ultimately contributing to the overall success of the projects.

In managing multiple partner accounts, I prioritize tasks based on urgency and impact on partner satisfaction and campaign performance. I utilize tools to track progress and maintain open communication with partners, ensuring that their critical needs are addressed promptly while aligning with broader company goals.

Certainly! One successful campaign I managed involved onboarding a gaming partner to launch an engaging quest. I facilitated the entire process, from design to execution, and regularly analyzed performance metrics. By recommending adjustments based on real-time data, we significantly increased engagement rates, resulting in higher user acquisition and partner satisfaction.

When conflicts arise during onboarding, I first listen to the partner's concerns to understand their perspective fully. Then, I collaborate with them to identify solutions, ensuring clear communication throughout the process. My goal is to turn challenges into opportunities for improvement and strengthen our partnership.

When evaluating the success of a campaign, I focus on metrics such as user engagement rates, conversion rates, return on investment (ROI), and feedback from partners. These metrics provide valuable insights into how well the campaign aligns with partner objectives and where improvements can be made.

Effective communication with cross-functional teams is ensured through regular updates and collaborative meetings. I prioritize transparency and shared goals, keeping all stakeholders informed about developments and any changes that may affect partner projects while encouraging input from different departments to enhance outcomes.

Building strong relationships with partners involves consistent communication, understanding their specific needs, and delivering on promises. I ensure that I am approachable and attentive, providing tailored support that fosters a sense of partnership and trust over time.

I approach performance analysis by setting key performance indicators (KPIs) from the outset with partners. I then monitor these metrics regularly and hold review sessions with partners to analyze results collectively. This data-driven approach allows us to make informed decisions for ongoing improvement.

For partner retention, I focus on delivering exceptional value and ensuring partners achieve their goals. This includes maintaining proactive communication, providing ongoing support, soliciting feedback for improvements, and identifying opportunities for expansion or increased engagement.

In a previous role, I noticed a decline in engagement metrics from a key partner’s campaign. I quickly initiated a meeting with the partner to explore the issue. Together, we identified that the quest design wasn't resonating with users. We co-created a revised plan, implementing changes that led to a significant rebound in engagement.

I stay updated on industry trends by following relevant publications, attending webinars, and engaging with professional networks. Continuous learning through courses and best practice forums also enriches my understanding and enables me to implement cutting-edge strategies in my role.