VIP Solutions Program Manager

Keywords Studios; Oregon (WI); On-site; USD 90,000 - 130,000; Full time

Job summary

A leading gaming services provider is seeking a Solutions Architect for VIP Services to design and lead high-value player engagement programs. This role focuses on architecting services that enhance player retention and engagement, emphasizing a revenue-centric approach. Candidates should have over 8 years in Player Support, with significant VIP management experience. The position is full-time and remote, offering a chance to work with major publishers in the gaming industry.

Qualifications

• 8+ years in Player Support or Account Management with VIP experience.
• Understanding of LTV, NRR, and churn mitigation strategies.
• Ability to communicate effectively with executive clients.
• Experience in structuring scalable service programs.
• Deep understanding of VIP player psyche across genres.

Responsibilities

• Architect end-to-end VIP engagement models.
• Design outreach campaigns within Helpshift.
• Develop reporting frameworks for VIP program health.
• Lead discussions with client leadership as Subject Matter Expert.
• Define VIP Account Managers' training requirements.
• Own narratives for VIP-related bids.

Skills

VIP & Retention Expertise

Revenue Mindset

Executive Gravitas

Strategic Design

Gaming Industry DNA

Job description

Keywords Studios is seeking a Solutions Architect for VIP Services to lead the design and strategy of our high-value player engagement programs. In the gaming industry, VIPs represent a critical segment of both community and revenue; this role is dedicated to architecting the bespoke services that keep those players engaged, valued, and retained.

You will be the primary architect for our VIP Account Management offerings, designing programs that go beyond traditional support to focus on Net Revenue Retention (NRR) and proactive engagement. You will act as the strategic lead during the sales process, instilling confidence in major publishers that we can manage their most valuable assets with the necessary gravitas and data‑driven precision.

Key Responsibilities

• VIP Program Design: Architect end-to-end VIP engagement models, defining the "Player Journey" for high-value spenders—from tiered support access to proactive account management
• Proactive Growth Strategy: Design and configure proactive outreach campaigns within Helpshift to drive incremental revenue and re‑engagement (e.g., lapsed spender recovery, webstore cart abandonment conversion, and special event invitations)
• Revenue-Centric Reporting: Develop the frameworks for reporting on VIP program health, focusing on metrics like NRR, churn reduction among top-tier spenders, and campaign ROI
• High‑Stakes Consultative Sales: Act as the Subject Matter Expert for all VIP service inquiries. You will lead discussions with client leadership to demonstrate how our bespoke human‑service models directly impact their bottom line
• Operational Blueprinting: Work with Operations teams to define the specific profile, training, and "soft‑skill" requirements for VIP Account Managers to ensure a premium service standard
• RFP Leadership (VIP Segment): Own the narrative for all VIP‑related bids, articulating a sophisticated approach to player psychology and retention that sets Keywords apart

Qualifications

• VIP & Retention Expertise: 8+ years in Player Support or Account Management, with at least 3+ years specifically focused on VIP, High‑Net‑Worth (HNW), or Loyalty program management within the gaming or luxury digital services space
• Revenue Mindset: Deep understanding of "Support as a Profit Center." You should be comfortable discussing LTV (Lifetime Value), NRR (Net Revenue Retention), and churn mitigation strategies
• Executive Gravitas: Exceptional presence and communication skills. You must be able to build immediate trust with client‑side Product Managers and Commercial Directors who are protective of their top-tier revenue drivers
• Strategic Design: Proven ability to turn player data and client goals into a structured, scalable service program
• Gaming Industry DNA: A deep understanding of the "Whale" or VIP player psyche across different genres (e.g., Mobile 4X, Casino, AAA Live Service)

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.

Role Information: EN

Studio: Keywords Studios

Location: America

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote