Keywords Studios

Lead Solutions Architect, VIP Services

Keywords Studios

full-time

Posted on:

Location Type: Remote

Location: Oregon • United States

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Job Level

Senior

About the role

  • Architect end-to-end VIP engagement models, defining the "Player Journey"
  • Design and configure proactive outreach campaigns within Helpshift
  • Develop frameworks for reporting on VIP program health
  • Act as Subject Matter Expert for all VIP service inquiries
  • Work with Operations teams to define the specific profile and training requirements for VIP Account Managers
  • Own the narrative for all VIP-related bids, articulating an approach to player psychology and retention.

Requirements

  • 8+ years in Player Support or Account Management
  • 3+ years focused on VIP, HNW, or Loyalty program management within gaming or luxury digital services
  • Understanding of "Support as a Profit Center"
  • Discussing LTV (Lifetime Value), NRR (Net Revenue Retention), and churn mitigation strategies
  • Exceptional presence and communication skills.
  • Build immediate trust with client-side Product Managers and Commercial Directors.
  • Proven ability to turn player data and client goals into structured, scalable service programs.
  • Deep understanding of "Whale" or VIP player psyche across different genres (e.g., Mobile 4X, Casino, AAA Live Service).
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
VIP program managementreporting frameworksoutreach campaign designplayer data analysischurn mitigation strategiesLTV (Lifetime Value)NRR (Net Revenue Retention)service program developmentplayer journey mappingplayer psychology
Soft Skills
communication skillstrust buildingclient relationship managementnarrative developmentsubject matter expertisecollaborationtraining developmentproblem-solvingstrategic thinkingpresentation skills