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Lead Solutions Architect, VIP //Architecte principal·e de solutions, VIP

5 hours, 11 minutes ago
Canada
Lead
Solutions Architect
Software Development
Apply Now
Keywords Studios

Keywords Studios

Keywords Studios provides comprehensive technical and creative solutions for the global video games industry, specializing in localization, audio production, quality assurance, art creation, and customer support services to enhance the gaming experienc...

Internet Software & Services
10K-50K
Founded 1998
View All Jobs 17

Description

  • Architect end-to-end VIP engagement models and define the player journey for high-value spenders.
  • Design proactive outreach campaigns in Helpshift to drive re-engagement, recovery, and incremental revenue.
  • Build reporting frameworks for VIP program health, including NRR, churn reduction, and campaign ROI.
  • Serve as the subject matter expert for VIP services and lead consultative discussions with client leadership.
  • Act as the strategic lead during the sales process and own VIP-related RFP narratives.
  • Work with Operations teams to define the profile, training, and soft-skill requirements for VIP Account Managers.
  • Translate player data and client goals into structured, scalable service programs.
  • Demonstrate how bespoke human-service models affect client bottom-line performance.

Requirements

  • 8+ years of experience in Player Support or Account Management.
  • At least 3+ years focused on VIP, HNW, or loyalty program management in gaming or premium digital services.
  • Strong understanding of support as a profit center, including LTV, NRR, and churn mitigation.
  • Exceptional communication skills and executive presence with the ability to build trust with senior client stakeholders.
  • Proven ability to turn player data and client goals into structured, scalable service programs.
  • Deep understanding of VIP/"whale" player behavior across genres such as Mobile 4X, Casino, and AAA Live Service.
  • Ability to communicate effectively in English, both verbally and in writing.
  • Experience with Helpshift is preferred for configuring proactive campaigns.

Benefits

  • Fully online and remote recruitment process.
  • Equal opportunities policy and commitment to workplace fairness.
  • Applications are reviewed individually with attention to each candidate.
  • Opportunity to work with Keywords Studios, a global gaming services company.
  • Potential second interview with a Lead or Manager, depending on the project.

Interested in this position?

Apply directly on the company website

Apply Now

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