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Lead Solutions Architect - VIP Services - Remote

3 weeks, 2 days ago
Spain, United Kingdom, Ireland, Netherlands, Poland
Full-time
Lead
Implementation Consultant
Customer and Technical Support
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 19

Description

  • Architect end-to-end VIP engagement models, including the player journey for high-value spenders.
  • Define tiered support access and proactive account management approaches for VIP programs.
  • Work with Operations teams to define staffing profiles, training needs, and soft-skill requirements for VIP Account Managers.
  • Develop reporting frameworks for VIP program performance, including NRR, churn reduction, and campaign ROI.
  • Act as the subject matter expert for VIP services in high-stakes consultative sales discussions with clients.
  • Lead the narrative for VIP-related RFPs and bids, presenting a differentiated retention strategy.
  • Design and configure proactive outreach campaigns in Helpshift to drive re-engagement and incremental revenue.
  • Support business growth by aligning player data and client goals with scalable service programs.

Requirements

  • 8+ years of experience in Player Support or Account Management.
  • At least 3+ years of experience focused on VIP, High-Net-Worth, or loyalty program management.
  • Experience in the gaming industry or luxury digital services space.
  • Strong understanding of Support as a Profit Center, including LTV, NRR, and churn mitigation strategies.
  • Exceptional communication and executive presence with the ability to build trust quickly with client stakeholders.
  • Proven ability to translate player data and client objectives into structured, scalable service programs.
  • Deep understanding of VIP or "Whale" player psychology across multiple game genres, including Mobile 4X, Casino, and AAA Live Service.
  • Experience with proactive customer engagement tools such as Helpshift (preferred).

Benefits

  • Permanent full-time employment.
  • Remote working pattern.
  • Fully online and remote recruitment process.
  • Equal opportunities workplace policy.

Interested in this position?

Apply directly on the company website

Apply Now

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