VIP Account Manager - Gaming Industry

Benefits

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

• We want to make sure you have everything you need to work efficiently — that’s why we offer remote work with all the necessary equipment provided, including a computer, keyboard, headset and mouse. You’ll also have the option to visit our office at the Global Office Park in Katowice! 
• We want you to stay healthy and happy - so we offer the attractive benefits package including private medical care option, My Benefit system, Multisport card, a subsidy for glasses and the Employee Assistance Program with personal, legal and financial counselling services. 
• We want you to grow with us - so we offer professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates. 
• We want you to make an impact - so we have the Employee referral program - you can invite your friend to become a fellow Keywordian and get the prize! 
• We want you to be a part of our community - so we offer the unique chance to look behind the scenes of the gaming industry and the opportunity to gain valuable experience by collaborating with people from all over the world! 

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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Experience & Requirements

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.