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

The key objective is to grow the VIP player base with corresponding revenues as advised by the Senior VIP Director. 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.

Main Responsibilities

  • The Account Manager will be responsible for cultivating and developing relationships and serves as a trusted consultant to our most financially invested 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, Legal for VIP specific 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 build 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 sales, pricing, and yield goals; effectively manage an individual quarterly reactivation and engagement goals.
  • The position does not require handling direct reports.

Required Skills and Experience

  • College Degree preferred
  • Outstanding 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.

Preferred Skills and Experience

  • Target / Sales Driven
  • High-level understanding/curiosity about social gaming
  • Positive attitude and excited to learn more.

What we offer you:

  • Competitive salary, bonus plan, Take-Two RSU’s (Restricted Stock Units), ESPP (Employee Stock Purchase Plan)
  • 401K Company Match Contribution
  • Medical, dental, vision, EAP, life insurance, and disability benefits
  • Virtual mental health and neurodiversity support programs
  • Family planning support program
  • Generous paid maternity/parental leave
  • Subsidized backup child care
  • Discretionary Time Off policy for many employees
  • Flexible working hours on many teams
  • Culture of diversity and inclusion including employee resource groups
  • Work with cool people and impact millions of daily players

Hiring Update: The safety of our candidates and team members is our top priority. During the COVID-19 pandemic, our workforce transitioned to working from home, with all interviewing and onboarding being conducted virtually until further notice.

We are an equal opportunity employer and we are committed to building a diverse and talented workforce. We do not discriminate on the basis of race, sex, religion, colour, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, medical condition, disability, or any other class or characteristic protected by applicable law. We welcome job-seekers, players, employees, and partners from all backgrounds to join us!

We will consider all qualified job-seekers with criminal histories in a manner consistent with applicable law.

We are committed to providing reasonable accommodations to qualified individuals with physical or mental disabilities in order to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at AccommodationRequest@zynga.com to request an accommodation associated with your application for an open position.

Zynga does not  engage in financial exchanges during the recruitment or onboarding process. We do not conduct job interviews over third-party messaging apps such as Telegram, WhatsApp or others. We will never ask you for your personal or financial information over unofficial chat channels. Our in-house recruitment team only contacts individuals via official company email addresses (i.e., via a zynga.com or naturalmotion.com email domain).

If you believe you have been the victim of a scam, you may wish to contact the authorities. In the United States, you may file a complaint with the FBI. More information is available here: https://www.ic3.gov.

Careers Category: Customer Service & VIP Management

Careers location: Austin, TX, Chicago, IL

Connected Worker Type: Connected, Onsite

Requisition Id: P211338

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