VIP Account Manager

Role overview This VIP Account Manager position focuses on retaining and reactivating high-value players within a social gaming portfolio. The role is centered on building consultative relationships, growing the VIP player base, and driving lifetime value through proactive outreach and data-informed engagement.

Responsibilities - Make 90–125+ daily contacts by phone and email to cultivate relationships with assigned VIP players and grow revenue per account - Act as the dedicated point of contact for top-spending players, resolving product issues and escalating bugs to internal studio teams - Deliver consultative, high-touch customer service that strengthens loyalty and retention across the VIP base - Partner with cross-functional teams on feature requests, promotions, and campaigns that increase player engagement and spend - Analyze campaign and account performance data daily to inform reactivation and upsell strategies - Support senior leadership in building engagement presentations using market trends and industry research, and contribute to VIP-driven feature RFPs - Meet or exceed annual targets for productivity, quality, CSAT, and reactivation/engagement goals

Requirements - Three or more years of experience in customer service or account management - Strong written and verbal communication, with proven comfort handling high call volumes - Demonstrated ability to drive revenue from an existing book of business through personal relationships - High attention to detail and accuracy in account work - Proficiency with Microsoft Office and comfort working with performance data - A college degree is preferred but not mandatory; a team-player mindset and customer-first orientation are essential - Willingness to handle occasional weekend or evening coverage and limited travel

Nice to have - A target-driven or sales-oriented background - Familiarity with or genuine enthusiasm for social or casual gaming

Benefits and work setup - Starting pay of $30 per hour for candidates based in Chicago, IL, with location-based variation - Eligibility for bonus and equity awards, plus participation in a 401(k) plan and Employee Stock Purchase Program - Medical, dental, vision, and basic life insurance coverage - 14 paid holidays per calendar year - 15 to 25 paid vacation days annually (or participation in a discretionary time-off program) - Up to 10 paid sick days per calendar year - Paid parental and compassionate leave - Mental health and wellness support programs, family planning resources, commuter benefits, and fitness-expense reimbursements - Position does not include direct reports