At Zignaly, we understand that launching and managing a Whitelabel (WL) platform can be complex. To ensure your success, we assign two dedicated Account Managers (AMs) to support you every step of the way. This article explains exactly what those Account Managers do for you, what they cannot do, and how to work with them.
Why two account managers?
We assign two AMs to provide efficiency, expertise, and continuity:
Primary AM: Your main point of contact for day-to-day operations, onboarding, and relationship management.
Secondary AM: Ensures seamless support during high-priority tasks or if the primary AM is unavailable.
This dual approach guarantees that you always have access to timely assistance and expertise.
What do your account managers do?
1. Onboarding & whitelabel creation.
Coordinate kick‑off calls and gather all the required information.
Translate your requirements into internal tickets for our dev team.
Track progress and keep you informed until your WL site is live.
2. Platform customization support.
Your AMs assist with:
Tailoring the platform’s look and feel to match your brand.
Advising on feature configurations (e.g., KYC processes, fee structures).
Coordinating with the tech team for advanced customizations.
3. Back Office & compliance liaison.
Facilitate account verifications, access permissions, and user management requests via our back office tool.
Proactive updates on new features or regulatory changes.
4. Issue escalation & resolution.
For technical or operational challenges, your AMs:
Act as a bridge between you and Zignaly’s development team.
Prioritize and escalate issues based on urgency.
Provide transparent communication on resolution timelines.
What your account managers can’t do?
Direct code changes or hot‑fix deployment — AMs create and track tickets; developers write the code.
Legal, tax, or regulatory advice — AMs can share our policies, but you should consult qualified professionals.
End‑user support — Retail users should contact your support desk; AMs focus on supporting the WL Owner.
Marketing campaign execution — We can provide guidance, but campaign setup and spending remain your responsibility.
Final KYC/AML decisions — Compliance has the final say; AMs facilitate the discussion.
How do you contact your account managers?
Upon signing the WL agreement, we create a private Slack channel (e.g., #wl‑acme) that includes:
Your core team.
Both Account Managers.
Key specialists, tech, legal, etc (if needed)
Standard response window: 08:00–18:00 UTC, Monday–Friday. Critical incidents are monitored 24/7 via our on‑call rotation.
Best practices to get the most from your account managers
When reporting issues, provide detailed examples (screenshots, user IDs, emails).
Keep all stakeholders in the loop by using the designated Slack channels.
Schedule regular check-ins (bi‑weekly is typical) to review performance and roadmap.
Conclusion
Your Zignaly account managers are committed to making your whitelabel journey smooth and successful. From onboarding to growth, they provide the expertise and support you need while ensuring clear communication and efficient workflows with our tech team.