Lead Solutions Architect, VIP Services

🕒 April 14

🌲 Oregon – Remote

🌲 Oregon – Remote

⏰ Full Time

🟠 Senior

💻 Solutions Engineer

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Keywords Studios

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1998

🎮 Gaming

📱 Media

🤖 Artificial Intelligence

Gaming • Media • Artificial Intelligence

Keywords Studios is the #1 global games services provider, offering an end-to-end platform supercharged by technology. They deliver technical and creative solutions to the global video games industry, with services including game development, art services, audio development, QA testing, localization, marketing services, and player engagement. Keywords Studios also works on accessibility services, content globalization, and advanced AI & technology solutions. Founded on decades of experience, they are committed to responsible business practices and provide industry-wide insights for unparalleled experiences to audiences around the world.

📋 Description

• 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).