VIP Account Manager

Zynga•Chicago, IL

10d•Onsite

About The Position

The VIP Account Manager will be responsible for working in social gaming, focusing on retaining and reactivating VIP Players. This role involves developing new VIP customers, increasing player lifetime value, and driving revenue contribution for assigned VIP customers. The 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.

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

Nice To Haves

Target / Sales Driven
High level understanding / interest in social gaming
Positive attitude and are excited to learn more

Responsibilities

Cultivating and developing relationships and serving 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.
Serving as an industry expert and acting as a liaison between our highest value players and the studio to resolve bugs and maintain retention of their designated VIP base.
Ensuring that our clients receive the highest level of sales and operational customer service by leveraging a highly consultative approach.
Working collaboratively with cross-functional teams (Studios for Feature development and special promotions) to drive revenue growth with VIP base.
Using data science driven workflows daily to increase engagement, reactivate and increase revenue in their designated VIP base.
Analyzing campaign performance statistics on their VIP base.
Connecting and reconnecting VIP base through high-level relationship building with their dedicated base.
Partnering with our Senior Director to create consultative engagement and reactivation presentations using market trends, VIP research and industry-specific case studies.
Driving the RFP documentation for studios to build out VIP-driven features to drive higher revenue.
Exceeding annual targeted goals for Productivity, Quality, CSAT and reactivation and engagement goals.

Benefits

Eligibility to participate in our 401(K) plan
Employee Stock Purchase Program
medical, dental, vision, and basic life insurance coverage
14 paid holidays per calendar year
paid vacation time per calendar year (ranging from 15 to 25 days) or eligibility to participate in the Company's discretionary time off program
up to 10 paid sick days per calendar year
paid parental and compassionate leave
wellbeing programs for mental health and other wellness support
family planning support through Maven
commuter benefits
reimbursements for fitness-related expenses