Lead Solutions Architect - VIP Services - Remote

Keywords Studios is the world's leading provider of technical and creative services to the global video games market, established in 1998 with over 12,000 employees in 70+ studios across 26 countries. They provide services including graphic art asset production, game development, audio, testing, localization, and customer support to leading video game developers and publishers.

• 8+ years in Player Support or Account Management, with at least 3+ years focused on VIP, High-Net-Worth (HNW), or loyalty program management within gaming or luxury digital services
• Deep understanding of “Support as a Profit Center,” including Lifetime Value (LTV), Net Revenue Retention (NRR), and churn mitigation strategies
• Exceptional presence and communication skills with ability to 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 the VIP or “Whale” player psyche across different genres (e.g., Mobile 4X, Casino, AAA Live Service)

VIP Program Leadership:

• 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 profile, training, and soft-skill requirements for VIP Account Managers to ensure premium service standards

Analytics & Reporting:

• Develop reporting frameworks for VIP program health focusing on metrics like Net Revenue Retention (NRR), churn reduction among top-tier spenders, and campaign ROI

Communication & Sales:

• Act as Subject Matter Expert for VIP services, leading discussions with client leadership to demonstrate impact on bottom line
• Own the narrative for all VIP-related bids, articulating a sophisticated approach to player psychology and retention

Business Growth:

• Design and configure proactive outreach campaigns within Helpshift to drive incremental revenue and re-engagement (e.g., lapsed spender recovery, webstore cart abandonment conversion, special event invitations)

Recruitment process is fully online and remote. The role is located in Europe with remote work from Poland.