Account Manager: Escalations & Triage Subject Matter Expert

at  VGW

VGW is a fast-growing technology company and creator of market-leading online social games. With offices around the globe, we’re on a mission to be the biggest gaming company in the world!
Due to major growth we are expanding our Account Management team in Toronto and currently looking for an Account Manager to join our Triage & Escalations squad to join the team.

KEY RESPONSIBILITIES WILL INCLUDE:

• Quickly build trust with a rotating portfolio of new and dissatisfied accounts, confidently handling high level escalations and diffusing heated situations in a timely manner.
• Compliant with all team and business mandates with minimal supervision.
• Take responsibility for increasing your product and brand knowledge. Proactively communicate new features and products to the relevant players in your portfolio, act on opportunities to educate customers on features and products to increase value.
• Increase retention of escalated accounts, targeting a 60% account save rate.
• Work hand in hand with the Associate Account Specialist Lead, Managers of Key Account Retention and Manager of Account Support & Retention in order to identify the best management experience for retained escalation prospects.
• Demonstrate the ability to articulate and understand the headlines, KPIs and key activities which indicate high quality player prospects.
• Monitor and analyse player activity and behaviour to identify drops and spikes, proactively acting on opportunities to enhance the player’s experience.

WHAT YOU WILL BRING TO THE ROLE:

• At least 6 months demonstrated experience handling dissatisfied player escalations or triaging player accounts.
• 3-5 years demonstrated B2C relationship management experience.
• Demonstrated effectiveness at sustaining high value level relationships.
• 2-3 years experience hitting productivity targets.
• Demonstrated proficiency using various software and technology platforms, including CRM database management experience.
• An understanding of the ‘player’ mentality is a benefit.