VIP Account Manager

Triumph

1d•$80,000 - $120,000

About The Position

Triumph is a rapidly expanding platform focused on gaming and trading cards, where players engage in competitions, open packs, and experience significant moments daily. The VIP department is dedicated to ensuring that the platform's most committed players feel highly valued. Unlike companies with impersonal support systems, Triumph emphasizes building strong relationships. Each VIP player is assigned a dedicated account manager who serves as a personal contact, understanding the player's preferences, gaming style, and individual needs. This personalized approach is a key differentiator for the company, and the VIP Account Manager plays a crucial role in maintaining it.

Requirements

Proven ability to build relationships; people enjoy talking to you, and you remember personal details.
Minimum of 2 years of experience in VIP account management, VIP hosting, player development, iGaming, luxury hospitality, or a similar high-value client role.
Fluency in gaming culture, understanding of sweepstakes, casino, sports cards, TCG, or related areas.
High agency and self-direction; proactive in identifying needs and taking action.
Ability to manage dozens of active relationships simultaneously while maintaining personalization.
Responsiveness and reliability, with comfort in flexible hours, including some evenings and weekends.
High judgment and discretion in handling sensitive player information, financial details, and responsible gaming situations.
Data awareness; ability to read dashboards, interpret data, and act upon insights.

Nice To Haves

Previous experience working for a sweepstakes, sportsbook, or online gaming operator.
Familiarity with trading cards, breaks, or the collectibles market.
Experience with retention metrics, reinvestment strategy, or player value modeling.
Proficiency with AI tools (e.g., Claude, ChatGPT) for tasks like drafting, summarizing, and automation.

Responsibilities

Build genuine, one-on-one relationships with assigned VIP players through daily, personal communication via text, phone, and email.
Coordinate personalized gifting, exclusive perks, event invitations, and memorable experiences for VIP players.
Manage and resolve player issues, including payout inquiries, technical problems, and promotional credit discrepancies, from start to finish.
Champion responsible gaming by recognizing and addressing unhealthy engagement patterns.
Share player insights, feedback, and trends with the team to inform the VIP program, loyalty offerings, and product development.
Adhere to Standard Operating Procedures (SOPs) for outreach, escalation, and compliance, and contribute to their improvement.