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

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.

Requirements
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.

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.
• 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.

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, Hybrid

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