Description
At Keywords Studios, we turn our passion for games, technology, and interactive storytelling into world-class support for the creators who shape the industry.
We're seeking a Lead 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.
As the primary architect for our VIP Account Management offerings, you will design 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 include:
- VIP Program Leadership: Architect end-to-end VIP engagement models, defining the 'Player Journey' for high-value spenders
- Operational Blueprinting: Work with Operations teams to define the specific profile, training, and 'soft-skill' requirements for VIP Account Managers
- Analytics & Reporting: Develop reporting frameworks for VIP program health, focusing on metrics like NRR, churn reduction among top-tier spenders, and campaign ROI
- Communication & Sales: Act as the Subject Matter Expert for VIP services, leading discussions with client leadership to demonstrate how our bespoke human-service models directly impact their bottom line
- Business Growth: Design and configure proactive outreach campaigns within Helpshift to drive incremental revenue and re-engagement
Qualifications include:
- 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
- Deep understanding of 'Support as a Profit Center,' including LTV (Lifetime Value), NRR (Net Revenue Retention), and churn mitigation strategies
- Exceptional presence and communication skills, with the ability to build immediate trust with client-side Product Managers and Commercial Directors
What we offer includes a well-established Equal Opportunities Policy and a transparent and supportive recruitment process.