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?
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
Role Information: EN
Studio: Keywords Studios
Location: Europe, Poland
Area of Work: Player Engagement
Service: Engage
Employment Type: Permanent
Working Pattern: Full Time, Remote
Originally posted on Himalayas
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