Title: Lead Solutions Architect - VIP Services - Remote Location: Europe Job Description: At Keywords Studios, we turn our passion for games, technology, and interactive storytelling into world-class support for the creators who shape the industry. Since 1998, we've grown into a global network of 70+ studios, partnering with the biggest names in gaming across every stage of development - from early concept to launch and live operations. Our goal is simple: to be the go-to global platform for technical and creative services in the video games industry. We help teams stay agile, scale quickly, and focus on building unforgettable player experiences. With deep expertise across our industry-leading service lines and a worldwide team of specialists, we work side by side with our clients as their trusted partner, providing the talent, technology, and reach needed to bring great games to life. Join us and help drive the adoption and growth of our Player Engagement Specialized Services, including Trust & Safety, Monetization, and VIP Concierge Role overview Keywords Studios is seeking a Lead Solutions Architect for VIP Services to lead the design and strategy of our high-value player engagement programs. In the gaming industry, VIPs represent a critical segment of both community and revenue; this role is dedicated to architecting the bespoke services that keep those players engaged, valued, and retained. You will be the primary architect for our VIP Account Management offerings, designing programs that go beyond traditional support to focus on Net Revenue Retention (NRR) and proactive engagement. You will act as the strategic lead during the sales process, instilling confidence in major publishers that we can manage their most valuable assets with the necessary gravitas and data-driven precision. If you have experience designing VIP services and leading strategic discussions with major publishers, we'd love to hear from you! Key responsibilities: VIP Program Leadership - VIP Program Design - Architect end-to-end VIP engagement models, defining the "Player Journey" for high-value spenders - from tiered support access to proactive account management - Operational Blueprinting - Work with Operations teams to define the specific profile, training, and "soft-skill" requirements for VIP Account Managers to ensure a premium service standard Analytics & Reporting - Revenue-Centric Reporting - Develop reporting frameworks for VIP program health, focusing on metrics like NRR, churn reduction among top-tier spenders, and campaign ROI Communication & Sales - High-Stakes Consultative Sales - Act as the Subject Matter Expert for VIP services, leading discussions with client leadership to demonstrate how our bespoke human-service models directly impact their bottom line - RFP Leadership (VIP Segment) - Own the narrative for all VIP-related bids, articulating a sophisticated approach to player psychology and retention that sets Keywords apart Business Growth - Proactive Growth Strategy - Design and configure proactive outreach campaigns within Helpshift to drive incremental revenue and re-engagement (e.g., lapsed spender recovery, webstore cart abandonment conversion, and special event invitations) Qualifications: - 8+ years in Player Support or Account Management, with at least 3+ years specifically focused on VIP, High-Net-Worth (HNW), or loyalty program management within the gaming or luxury digital services space - Deep understanding of "Support as a Profit Center," including LTV (Lifetime Value), NRR (Net Revenue Retention), and churn mitigation strategies - Exceptional presence and communication skills, with the ability to build immediate trust with client-side Product Managers and Commercial Directors - Proven ability to turn player data and client goals into a structured, scalable service program - Deep understanding of the VIP or "Whale" player psyche across different genres (e.g., Mobile 4X, Casino, AAA Live Service) What do we offer? Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees. Phases of our recruitment journey: - Screening stage - We begin with an initial review of applications to assess alignment with the role. - Interview with a Talent Acquisition Specialist - Selected candidates are invited to a conversation with our Talent Acquisition team to discuss experience, motivation, and role expectations. - Interview with the Hiring Manager - If your profile moves forward, you'll be invited to meet with the Hiring Manager to discuss the role and your experience in more detail. - Panel interview - The final stage is a panel interview with members of the hiring team, giving you the opportunity to meet potential colleagues and further explore the role. We aim to keep the process transparent and supportive at every step. We appreciate your interest in the role and look forward to getting to know you better throughout the process. Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply. That would be it from us - now we are waiting for your move! #imaginemore By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice. Role Information: EN Studio: Keywords Studios Location: Europe Area of Work: Player Engagement Service: Engage Employment Type: Permanent Working Pattern: Full Time, Remote Location: Poland

• Work directly with our go-to-market teams to showcase the value of Deel’s platform and products to deliver technical wins. • Consult with prospective customers to assess their current processes and tooling, identify gaps/opportunities, and propose optimized future-state solutions. • Act as the technical voice during sales cycles — owning solution discovery, RFP responses, platform demonstrations, and integration/architecture workshops. • Translate customer requirements into solution designs and implementation recommendations, aligning stakeholders on scope, approach, and success criteria. • Partner with Product, Engineering, and Operations to advocate for prospect needs, unblock technical questions, accelerate deal velocity, and refine value messaging. • Constructive disruption — challenge the status quo, always looking for opportunities to scale, improve, and refine processes, assets, and how we communicate value. • Develop and maintain technical enablement assets (demo narratives, discovery frameworks, reference architectures, FAQs, and competitive positioning). • Support Partnership and Marketing-led initiatives (webinars, events, content, and joint solution workshops), as needed. • Stay up-to-date on relevant technology trends, integration patterns, security/compliance expectations, and best practices to maintain strong solution credibility.

• Lead the technical sales cycle for strategic partnerships, conducting discovery sessions, delivering tailored API-focused product demonstrations, and designing robust integration solutions. • Scope, plan, and lead the delivery of technical proof-of-concept (POC) projects, serving as the technical lead on partner calls and projects. • Act as the primary technical advisor for partners, helping triage critical integration issues and providing expert guidance in scoping, planning, and implementation to ensure successful adoption and long-term success. • Develop and maintain a comprehensive library of technical enablement materials, including implementation guides, best practice documents, and technical readmes for both partners and internal teams. • Create and improve scalable resources, such as the open-source "Remote API Demo" application, to enhance partner engagement and streamline the sales process. • Serve as a subject matter expert on Remote’s API and integration capabilities, providing internal training and acting as an onboarding buddy to scale the collective expertise of the Solutions Architect team. • Act as a key technical liaison between partners, sales, product, and engineering teams to ensure tight alignment on Remote Embedded product roadmaps and technical deliverables. • Translate partner and customer requirements into detailed product requirements and business requirements, identifying product gaps and advocating for enhancements based on market feedback. • Contribute to the continuous improvement of the Solutions Architect function by refining processes, introducing new tools, and providing strategic input on team growth.

• Lead the technical sales cycle for strategic partnerships, conducting discovery sessions, delivering tailored API-focused product demonstrations, and designing robust integration solutions. • Scope, plan, and lead the delivery of technical proof-of-concept (POC) projects, serving as the technical lead on partner calls and projects. • Act as the primary technical advisor for partners, helping triage critical integration issues and providing expert guidance in scoping, planning, and implementation to ensure successful adoption and long-term success. • Develop and maintain a comprehensive library of technical enablement materials, including implementation guides, best practice documents, and technical readmes for both partners and internal teams. • Create and improve scalable resources, such as the open-source "Remote API Demo" application, to enhance partner engagement and streamline the sales process. • Serve as a subject matter expert on Remote’s API and integration capabilities, providing internal training and acting as an onboarding buddy to scale the collective expertise of the Solutions Architect team. • Act as a key technical liaison between partners, sales, product, and engineering teams to ensure tight alignment on Remote Embedded product roadmaps and technical deliverables. • Translate partner and customer requirements into detailed product requirements and business requirements, identifying product gaps and advocating for enhancements based on market feedback. • Contribute to the continuous improvement of the Solutions Architect function by refining processes, introducing new tools, and providing strategic input on team growth.