Senior VIP Account Manager

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

About the Role

We are looking for a VIP Account Manager to help us support, grow, and retain our most important players and serve as a companion throughout their lifecycle. You will be responsible for a portfolio of VIPs, our most valuable customers. You will manage and improve both the VIP player experience and several crucial business KPIs resulting from their continued engagement.

If you are an experienced VIP account manager, self-driven, problem solver and goal oriented, check out the responsibilities and requirements below:

How will you make an impact with us?

● Establish and nurture relationships with a large group of VIP players

● Build and maintain detailed player profiles for your assigned VIPs

● Monitor targets and KPIs, taking action to ensure both are being achieved

● Evaluate and monitor VIP players to ensure maximum lifetime value

● Monitor and analyze VIP data to spot negative trends and positive opportunities

● Maintain regular proactive communication with VIPs by chat, email, and/or phone

● Suggest and build proactive activities to better engage with players

● Supervise and coordinate in-house and outsourced agents providing reactive 24/7 VIP support

● Regularly survey VIP opinions on game events and features with the aim of improving UX

● Work with other departments to develop new game features, events and promotion that will resonate positively with VIPs

● Devise and own VIP-specific reactivation, X-sell and growth campaigns to achieve targets

● Work as a team, which can include coverage of other team members during vacation and sickness

● Identify and problem gaming or player concerns professionally and procedurally to ensure players are safe and happy in the game

● Represent our game to our VIPs at face-to-face events.

This is the right job for you if you have

● Minimum 2 year experience in I-Gaming, Sweeps or Social Casino VIP Management or a closely related discipline.

● Exceptional interpersonal skills while dealing with our VIPs through an array of different channels such as telephone, email, chat messaging, and social media

● Proactive and driven, always striving to take action to improve the VIP value proposition

● Excellent verbal and written English skills (native speakers preferred)

● Strong understanding of client outreach and engagement tactics

● Strong analytical skills with the ability to analyze and draw conclusions from raw data to forecast patterns in VIP behavior

● Strong reporting and analytical experience with ability to draw actionable conclusions

● Creative and organizational talent for event planning and realization

● Passion for conflict resolution and a positive approach to problem-solving

● Customer-focused and solution-oriented

● Familiarity with CRM platforms and customer admin tools

● Willingness to travel and attend face-to-face events (including public speaking).

If you want to make an impact by being at the forefront of our elite VIP program then this is the right opportunity to join the team now!

Phases of our recruitment journey:

• You send us your application with your updated resume.
• After reviewing your candidacy, if your profile fits the position we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better.
• For most of the projects there might be a second and/or third interview with a Team Lead or an Operations Manager.
• At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: Keywords Studios

Location: Americas

Area of Work: Player Engagement

Service: Engage

Employment Type: Full Time, Permanent

Working Pattern: Remote