VIP Account Manager

Requirements

College Degree preferred but not mandatory

Impeccable communication skills

Extensive Customer Service experience

Excellent telephone skills – able to handle high call volume 90 or more a day

Customer Focused

Ability to generate revenue on own initiative based on personal account relationships

Accuracy and Attention to detail

Rapport building skills

Team player

Knowledge of Microsoft Office

3 or more years of customer service or account management experience

Some travel may be needed

Some weekends or evenings may be required

(Desirable) Target / Sales Driven

(Desirable) High level understanding / interest in social gaming

(Desirable) Positive attitude and are excited to learn more

What the job involves

The (VIP Account Manager) will be responsible for working in social gaming (retaining, reactivating VIP Players). Developing new VIP customers, increasing player lifetime value and revenue contribution for assigned VIP customers

Key objective is to grow the VIP player base with corresponding revenues as directed by their team Manager. Proactive outbound communication will be essential in this role to grow players so a background in customer service or VIP account management would suit the role

The Account Manager will be responsible for cultivating and developing relationships and serves as a trusted consultant to our most financially invested and players in his / her VIP base by reaching more than 125 contacts a day via phone/email

Serve as an industry expert and act as a liaison between our highest value players and the studio to resolve bugs and maintain retention of their designated VIP base

Ensure that our clients receive the highest level of sales and operational customer service by leveraging a highly consultative approach

Work collaboratively with cross functional teams (Studios for Feature development and special promotions) to drive revenue growth with VIP base. Uses data science driven workflows daily to increase engagement, reactivate and increase revenue in their designated VIP base

Strong quantitative aptitude with the ability to analyze campaign performance statistics on their VIP base

Possess strong communication and presentation skills; ability to connect and reconnect VIP base through high level relationship building with their dedicated base

Partner with our Senior Director to create consultative engagement and reactivation presentations using market trends, VIP research and industry specific case studies

Instrumental in driving the RFP documentation for studios to build out VIP driven features to drive higher revenue

Exceed annual targeted goals for Productivity, Quality, CSAT and reactivation and engagement goals

Position does not require managing direct reports

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