At Keywords Studios, we are reshaping how players interact with their favorite games. As a VIP Account Manager, you will be at the heart of player engagement, retention, and monetization for a dedicated VIP base, building strong relationships and delivering a premium experience.
What You'll Do
- Build strong, genuine relationships with a dedicated base of VIP players.
- Act as a game expert to quickly resolve issues and keep players engaged.
- Complete 110+ daily VIP contacts, with at least 60% being proactive outbound calls, emails, or chats.
- Re-engage inactive VIP players through personalized proactive outreach.
- Leverage tools and data to identify why VIPs may be at risk of churning and proactively reach out to keep them engaged.
- Monitor VIP health dashboards to stay on top of base performance and potential risks.
- Collaborate across teams and share best practices to improve engagement, retention, and monetization.
- Partner closely with Support and Product teams to stay aligned on VIP needs.
- Be flexible within the team to support special projects addressing revenue challenges.
- Spot data trends and turn them into best practices to share with the wider team.
- Drive measurable success by exceeding monthly goals across engagement, retention, and monetization pillars.
What We're Looking For
- 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.
Nice to Have
- Passion for gaming and understanding player experiences.
Team & Environment
You will collaborate across teams and partner closely with Support and Product teams.
Benefits & Compensation
- Remote work with all necessary equipment provided.
- Option to visit the office at the Global Office Park in Katowice.
- Private medical care option.
- My Benefit system.
- Multisport card.
- Subsidy for glasses.
- Employee Assistance Program with personal, legal and financial counselling services.
- Professional development opportunities.
- Open vacancies exclusively for internal candidates.
- Employee referral program.
- Unique chance to look behind the scenes of the gaming industry.
- Opportunity to gain valuable experience by collaborating with people from all over the world.
Work Mode
This is a remote position based in Europe, Poland.
Keywords Studios is dedicated to following a well-established Equal Opportunities Policy.
