VIP Account Manager

Zynga • Chicago, IL

1d • 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 is essential in this role to grow players, making a background in customer service or VIP account management highly suitable.

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

• Cultivate and develop relationships and serve as a trusted consultant to our most financially invested players in their 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 and special promotions) to drive revenue growth with VIP base.
• Use data science driven workflows daily to increase engagement, reactivate and increase revenue in their designated VIP base.
• Analyze campaign performance statistics on their VIP base.
• Connect and reconnect VIP base through high-level relationship building with their dedicated base.
• Partner with our Senior Director to create consultative engagement and reactivation presentations using market trends, VIP research and industry-specific case studies.
• Drive the RFP documentation for studios to build out VIP-driven features to drive higher revenue.
• Exceed annual targeted goals for Productivity, Quality, CSAT and reactivation and engagement goals.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree