VIP Account Manager - Gaming Industry
- Katowice, śląskie
- Stała
- Pełny etat
- 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.
- 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.
- 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.
- Driving measurable success by exceeding monthly goals across the three VIP pillars: engagement, retention, and monetization.
- Consistently surpassing weekly and monthly productivity targets.
- 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.
- 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!