VIP Account Manager - Gaming Industry

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! 🎮🔥

Role overview

The VIP Account Manager focuses on increasing players' lifetime value by building strong personal relationships, enhancing engagement and retention, and delivering a tailored, rewarding experience for VIP players across multiple platforms. In this role you will identify and nurture potential new VIPs while providing quick, personalized support to ensure player experience and loyalty, creating custom content and collaborating closely with internal teams to deliver a seamless and premium service.

What are we looking for? Our VIP Account Manager has a knack for the following skills:

Leadership:

• Manage VIP players as a group and individually, crafting strong personal relationships.
• Build and maintain a virtual persona that represents our Client professionally to VIP players.
• Act as the face of our Client, developing loyalty by acknowledging players' personal milestones (birthdays, holidays, etc.) while complying with GDPR.
• Lead cross-functional collaborations with departments like Operations, Player Support, Payments, Monetization, Art, Copy, and Marketing to ensure a cohesive VIP experience.
• Participate and contribute to high-level taskforce teams with professional expertise.
• Take ownership of broader projects beyond daily tasks, acting as a point of contact for other departments.
• Drive initiatives that streamline and improve team performance.

Communication:

• Maintain ongoing one-on-one conversations with VIP players across multiple platforms (email, messenger, VIP Box) with fast, personalized responses.
• Engage players on social media using a virtual persona to expand and strengthen community connections.
• Identify and onboard potential new VIP players, nurturing them into the VIP segment.
• Transfer players to Client’s exclusive platform through personalized communication and support.
• Ensure a deep understanding of player needs (both professional and personal) to deliver tailored experiences.
• Be in constant communication with most of the studio’s domains to coordinate, sync, and participate in different projects- mainly with ART and Monetization.

Analytics:

• Produce high-level insights and actionable conclusions by analyzing player data and behavior.
• Cross-reference and segment data to support business strategies and decision-making.
• Identify trends and unusual cases among VIP players, understanding their potential impact and addressing them strategically.

Business:

• Create and deliver custom content to VIP players in collaboration with the Art and Monetization teams.
• Understand and work toward studio KPIs and objectives by developing effective, custom engagement strategies for different VIP segments.
• Manage daily active user behavior, identifying unusual cases and taking prompt action to maintain player satisfaction.
• Keep up to date with product and studio updates to accurately serve and inform VIP players.
• Proactively plan activities and engagement strategies for upcoming weeks and months.

Requirements

What are we looking for? You'd be a great fit for this role if you have:

• Previous experience in handling customers' requests
• Proficiency in English and good knowledge of Microsoft Office suite
• Understanding of social media engagement strategies
• Monetization knowledge
• Tactful approach in suggesting upcoming sales and events
• Strong prioritization, time, and resource management skills
• Resourceful and open-minded, able to adapt to different environments
• High-level analytical ability to operate systems such as BOS, CRM, ServiceNow (SNOW), Tableau, and Excel
• Persuasive skills - works well with others while influencing decisions
• Flexibility and proactivity, adapting quickly and taking initiative to drive results, communicating clearly while understanding others' perspectives.
• Analytical skills to compile data deeply to make well-informed, detail-oriented decisions.
• Broad thinking and emotional Intelligence - sees the big picture and manages emotions effectively in diverse situations, planning for the future while working autonomously.

Benefits

What do we offer?

At Keywords Studios, we are dedicated to upholding our long-standing Equal Opportunities Policy, ensuring a workplace that offers equal opportunities to all our employees and prospective team members.

• Paid Time Off that Grows with You: Kickstart your journey with us with 21 days of paid time off per year, in line with industry standards. As a testament to your dedication and long-term commitment, you'll earn an extra day of paid time off for every two years you spend with us, allowing you to enjoy up to 26 days of paid time off per year. Leadership roles enjoy additional vacation days, starting with 25 days annually and gaining an extra day for every two years, reaching a maximum of 28 days per year to ensure a healthy work environment.
• Supporting You in Life's Key Moments: We understand the importance of life's significant events. That's why we offer days off for special personal occasions, including marriage, childbirth, compassionate leave, and time off to pursue professionally relevant certifications.
• Full Remote Work Option: In line with our commitment to providing a flexible and supportive work environment, we offer the option of full remote work. You can choose to work from the comfort of your home while enjoying all the benefits of being part of the Keywords Studios team.
• Monthly Allowance of 750 RON, Growing with Loyalty: You'll receive a flexible benefits monthly allowance of 750 RON, which can be personalized to suit your needs using the Benefits online platform. As a token of our appreciation for your loyalty, on your two-year work anniversary with us, your monthly allowance will increase to 900 RON. This allowance can be used for a wide range of benefits, such as medical and dental services for you and your family members, access to sports clubs, meal tickets, private pension contributions, personal development courses (e.g., IT, accounting, finance, HR, foreign languages, and driving courses), exploring Romania's tourism, public transportation subscriptions, special gifts, utility or phone/Internet bills, and access to cultural events.
• Unlock Your Potential with Learning & Development: We believe in empowering our team members to reach their true potential. That's why we provide access to comprehensive training and digital resources tailored to your area of expertise through our Learning & Development programs.

Phases of our recruitment journey:

• You send us your application with your updated resume.
• After reviewing your candidacy, we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists or Hiring Manager. It’s a perfect chance to exchange questions and get to know each other better. There might be also a second stage interview.
• 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

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Role Information: EN

Studio: Keywords Studios

Location: Europe, Romania

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote