VIP Account Manager

Zynga; Chicago, Austin (IL, TX); On-site; Full time

Job summary

Join Zynga as a VIP Account Manager where you'll engage with our most valuable players through proactive communication and relationship-building. This unique role focuses on retaining and reactivating VIP players in our social gaming environment, backed by robust support from our operational teams. You'll harness data-driven strategies to enhance player experiences while meeting productivity and quality goals, contributing to their ongoing success in the gaming community.

Benefits

Medical, dental, and vision insurance

Paid vacation time (15 to 25 days)

401(K) plan and Employee Stock Purchase Program

Paid parental and compassionate leave

Paid sick days (up to 10 days)

Qualifications

• 3 or more years of customer service or account management experience.
• Extensive Customer Service experience.
• Strong quantitative aptitude.

Responsibilities

• Cultivate relationships with over 125 VIP contacts daily via phone/email.
• Serve as liaison to resolve issues and maintain retention of the VIP base.
• Analyze campaign performance statistics for VIP base.

Skills

Communication skills

Customer Focused

Rapport building

Accuracy and Attention to detail

Team player

Telephone skills

Education

College Degree

Tools

Microsoft Office

Job description

Level Up Your Career with Zynga!

At Zynga, we bring people together through the power of play. As a global leader in interactive entertainment and a proud label of Take-Two Interactive, our games have been downloaded over 6 billion times—connecting players in 175+ countries through fun, strategy, and a little friendly competition.

From thrilling casino spins to epic strategy battles, mind-bending puzzles, and social word challenges, our diverse game portfolio has something for everyone. Fan-favorites and latest hits include FarmVille, Words With Friends, Zynga Poker, Game of Thrones Slots Casino, Wizard of Oz Slots, Hit it Rich! Slots, Wonka Slots, Top Eleven, Toon Blast, Empires & Puzzles, Merge Dragons!, CSR Racing, Harry Potter: Puzzles & Spells, Match Factory, and Color Block Jam—plus many more!

Founded in 2007 and headquartered in California, our teams span North America, Europe, and Asia, working together to craft unforgettable gaming experiences. Whether you're spinning, strategizing, matching, or competing, Zynga is where fun meets innovation—and where you can take your career to the next level.

Join us and be part of the play!

Position Overview

The (VIP Account Manager) will be responsible for working in social gaming (retaining, reactivating VIP Players). Developing new VIP customers, increasing player lifetime value and revenue contribution for assigned VIP customers.

Key objective is to grow the VIP player base with corresponding revenues as directed by their team Manager. Proactive outbound communication will be essential in this role to grow players so a background in customer service or VIP account management would suit the role.

Role can be located in Toronto, Chicago, Austin

Main Responsibilities

• The Account Manager will be responsible for cultivating and developing relationships and serves as a trusted consultant to our most financially invested and players in his / her VIP base by reaching more than 125 contacts a day via phone/email.
• Serve as an industry expert and act as a liaison between our highest value players and the studio to resolve bugs and maintain retention of their designated VIP base.
• Ensure that our clients receive the highest level of sales and operational customer service by leveraging a highly consultative approach.
• Work collaboratively with cross functional teams (Studios for Feature development and special promotions) to drive revenue growth with VIP base. Uses data science driven workflows daily to increase engagement, reactivate and increase revenue in their designated VIP base.
• Strong quantitative aptitude with the ability to analyze campaign performance statistics on their VIP base.
• Possess strong communication and presentation skills; ability to connect and reconnect VIP base through high level relationship building with their dedicated base.
• Partner with our Senior Director to create consultative engagement and reactivation presentations using market trends, VIP research and industry specific case studies.
• Instrumental in driving the RFP documentation for studios to build out VIP driven features to drive higher revenue.
• Exceed annual targeted goals for Productivity, Quality, CSAT and reactivation and engagement goals.

Position does not require managing direct reports.

Required Skills and Experience

• College Degree preferred but not mandatory
• Impeccable communication skills
• Extensive Customer Service experience
• Excellent telephone skills – able to handle high call volume 90 or more a day
• Customer Focused
• Ability to generate revenue on own initiative based on personal account relationships
• Accuracy and Attention to detail
• Rapport building skills
• Team player
• Knowledge of Microsoft Office
• 3 or more years of customer service or account management experience
• Some travel may be needed
• Some weekends or evenings may be required

Preferred Skills and Experience

• Target / Sales Driven
• High level understanding / interest in social gaming
• Positive attitude and are excited to learn more

The pay for this position in Chicago, IL, at the start of employment is expected to be $30 per hour. However, base pay offered is based on market location, and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations.

Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards and eligibility to participate in our 401(K) plan and Employee Stock Purchase Program.

Regular, full-time employees are also eligible for a range of benefits at the Company, including: medical, dental, vision, and basic life insurance coverage; 14 paid holidays per calendar year; paid vacation time per calendar year (ranging from 15 to 25 days) or eligibility to participate in the Company’s discretionary time off program; up to 10 paid sick days per calendar year; paid parental and compassionate leave; wellbeing programs for mental health and other wellness support; family planning support through Maven; commuter benefits; and reimbursements for fitness-related expenses.

We are proud to be an equal opportunity employer, which means we are committed to creating and celebrating diverse thoughts, cultures, and backgrounds throughout our organization. Employment with us is based on substantive ability, objective qualifications, and work ethic – not an individual’s race, creed, color, religion, sex or gender, gender identity or expression, sexual orientation, national origin or ancestry, alienage or citizenship status, physical or mental disability, pregnancy, age, genetic information, veteran status, marital status, status as a victim of domestic violence or sex offenses, reproductive health decision, or any other characteristics protected by applicable law.

As an equal opportunity employer, we are committed to providing the necessary support and accommodation to qualified individuals with disabilities, health conditions, or impairments (subject to any local qualifying requirements) to ensure their full participation in the job application or interview process. Please contact us at [e-mail] to request any accommodations or for support related to your application for an open position.

Please be aware that Zynga does not conduct job interviews or make job offers over third-party messaging apps such as Telegram, WhatsApp, or others. Zynga also does not engage in any financial exchanges during the recruitment or onboarding process, and will never ask a candidate for their personal or financial information over an app or other unofficial chat channel. Any attempt to do so may be the result of a scamp or phishing attack, and you should not engage. Zynga’s in-house recruitment team will only contact individuals through their official Company email addresses (i.e., via a zynga.com, naturalmotion.com, smallgiantgames.com, themavens.com, gram.gs email domain).