Lead Solutions Architect – VIP Services
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Job Description
Lead Solutions Architect designing VIP engagement programs for Keywords Studios' player support services. Focusing on high-value client interactions and strategic management of player-based services.
Responsibilities:
- Architect end-to-end VIP engagement models, defining the "Player Journey" for high-value spenders - from tiered support access to proactive account management
- Work with Operations teams to define the specific profile, training, and “soft-skill” requirements for VIP Account Managers to ensure a premium service standard
- Develop reporting frameworks for VIP program health, focusing on metrics like NRR, churn reduction among top-tier spenders, and campaign ROI
- 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
- Own the narrative for all VIP-related bids, articulating a sophisticated approach to player psychology and retention that sets Keywords apart
- 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)
Requirements:
- 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
- Proven ability to turn player data and client goals into a structured, scalable service program
- Deep understanding of the VIP or “Whale” player psyche across different genres (e.g., Mobile 4X, Casino, AAA Live Service)
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