Solutions Architecture Advisor collaborating with stakeholders on projects such as cloud migrations and system implementations. Engage in technical leadership and support across multiple business sectors.
About the role
- Lead Solutions Architect dedicated to high-value player engagement programs in gaming. Architecting bespoke VIP services for engagement, retention, and revenue growth.
Responsibilities
- Architect end-to-end VIP engagement models, defining the "Player Journey" for high-value spenders—from tiered support access to proactive account management.
- Design and configure proactive outreach campaigns within Helpshift to drive incremental revenue and re-engagement.
- Develop the frameworks for reporting on VIP program health, focusing on metrics like NRR, churn reduction among top-tier spenders, and campaign ROI.
- Act as the Subject Matter Expert for all VIP service inquiries.
- Collaborate with Operations teams to define the specific profile, training, and "soft-skill" requirements for VIP Account Managers.
- Own the narrative for all VIP-related bids, articulating a sophisticated approach to player psychology and retention that sets Keywords apart.
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."
- Must be fluent in English (both verbally and in writing).
- Excellent presence and communication skills.
- Proven ability to turn player data and client goals into a structured, scalable service program.
- A deep understanding of the "Whale" or VIP player psyche across different genres (e.g., Mobile 4X, Casino, AAA Live Service).
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