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

As a VIP Account Manager, you will be at the heart of player engagement, retention, and monetization for your dedicated VIP base. You’ll build strong relationships, proactively reach out to inactive or at-risk VIPs, and collaborate with internal teams to deliver a premium, seamless experience. This role is perfect for someone who loves gaming, thrives in high-volume communication, and enjoys using data to optimize player engagement strategies. 🚀

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

Leadership:

• Building strong, genuine relationships with a dedicated base of VIP players.
• Acting as a game expert to quickly resolve issues and keep players engaged.
• Collaborating across teams and sharing best practices that improve engagement, retention, and monetization.
• Partnering closely with Support and Product teams to stay aligned on VIP needs.
• Being flexible within the team to support special projects that address revenue challenges or DAU code-reds.

Communication:

• Completing 110+ daily VIP contacts, with at least 60% being proactive outbound calls, emails, or chats.
• Re-engaging inactive VIP players through personalized proactive outreach.
• Conducting on-call surveys when requested by management to provide insights back to Product.

Analytics:

• Leveraging tools and data to identify why VIPs may be at risk of churning and proactively reaching out to keep them engaged.
• Monitoring VIP health dashboards to stay on top of base performance and potential risks.
• Spotting data trends and turning them into best practices to share with the wider team.

Business:

• Driving measurable success by exceeding monthly goals across the three VIP pillars: engagement, retention, and monetization.
• Consistently surpassing weekly and monthly productivity targets.

You'd be a great fit for this role if you have:

• Passion for gaming and understanding player experiences.
• Proven experience in customer support, B2C Account Management, or B2B sales.
• Strong track record in high-volume outbound communication (110+ contacts/day).
• Analytical mindset to leverage data for engagement strategies.
• Excellent communication, persuasion, and relationship-building skills.
• Flexible, proactive, and team-oriented attitude with a willingness to share insights and best practices.