Lead Solutions Architect, VIP Services

Keywords Studios is seeking a Solutions Architect for VIP Services to lead the design and strategy of our high-value player engagement programs. In the gaming industry, VIPs represent a critical segment of both community and revenue; this role is dedicated to architecting the bespoke services that keep those players engaged, valued, and retained.

You will be the primary architect for our VIP Account Management offerings, designing programs that go beyond traditional support to focus on Net Revenue Retention (NRR) and proactive engagement. You will act as the strategic lead during the sales process, instilling confidence in major publishers that we can manage their most valuable assets with the necessary gravitas and data-driven precision.

Key Responsibilities

• VIP Program Design: Architect end-to-end VIP engagement models, defining the "Player Journey" for high-value spenders—from tiered support access to proactive account management.
• Proactive Growth Strategy: 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).
• Revenue-Centric Reporting: Develop the frameworks for reporting on VIP program health, focusing on metrics like NRR, churn reduction among top-tier spenders, and campaign ROI.
• High-Stakes Consultative Sales: Act as the Subject Matter Expert for all VIP service inquiries. You will lead discussions with client leadership to demonstrate how our bespoke human-service models directly impact their bottom line.
• Operational Blueprinting: Work with Operations teams to define the specific profile, training, and "soft-skill" requirements for VIP Account Managers to ensure a premium service standard.
• RFP Leadership (VIP Segment): Own the narrative for all VIP-related bids, articulating a sophisticated approach to player psychology and retention that sets Keywords apart.

Qualifications

• VIP & Retention Expertise: 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.
• Revenue Mindset: Deep understanding of "Support as a Profit Center." You should be comfortable discussing LTV (Lifetime Value), NRR (Net Revenue Retention), and churn mitigation strategies.
• Executive Gravitas: Exceptional presence and communication skills. You must be able to build immediate trust with client-side Product Managers and Commercial Directors who are protective of their top-tier revenue drivers.
• Strategic Design: Proven ability to turn player data and client goals into a structured, scalable service program.
• Gaming Industry DNA: A deep understanding of the "Whale" or VIP player psyche across different genres (e.g., Mobile 4X, Casino, AAA Live Service).