VIP Account Manager

About the role

As a VIP Account Manager, you'll own a dedicated book of high-value players and be their single point of contact for everything Triumph. You're part concierge, part account manager, part trusted friend — the person they text when they hit a huge pull, when something breaks, or when they just want to talk shop. This is a high-agency, high-ownership role. You truly own your book of business — how you manage it, grow it, and take care of the players in it is up to you. Nobody's going to hand you a script or micromanage your outreach. We'll give you the tools, the data, and the backing; you bring the judgment and the drive. Your players' experience is your job, and your results are yours to own.

Responsibilities

• Own the relationship. Build genuine, one-on-one relationships with your assigned VIP players through daily, personal communication — primarily via text, phone call, and email. You'll know your players better than anyone in the company.
• Deliver surprise and delight. Coordinate personalized gifting, exclusive perks, event invitations, and memorable moments that players can't get anywhere else.
• Be the fixer. When your players hit friction — a payout question, a technical issue, a promo that didn't credit — you own it end to end. You escalate fast, follow through, and close the loop personally.
• Champion responsible gaming. Know your players well enough to recognize when engagement stops being healthy, and act on it. We take this seriously, and so will you.
• Feed the machine. Share player insights, feedback, and trends with the broader team to shape our VIP program, loyalty offerings, and product roadmap.
• Work the playbook — and improve it. Follow our SOPs for outreach, escalation, and compliance, and help us make them better as the program scales.

Requirements

• A natural relationship-builder. People genuinely like talking to you, and you remember the details — the birthday, the favorite team, the pull they're still chasing.
• Experienced in high-touch player or client management. 2+ years in VIP account management, VIP hosting, player development, iGaming, luxury hospitality, or a comparable high-value client role.
• Fluent in gaming culture. You understand players — sweepstakes, casino, sports cards, TCG, or adjacent. You speak the language because you've lived it.
• High-agency and self-directed. You don't wait to be told what to do. You see what your book needs, make the call, and act — then own the outcome, good or bad.
• Organized under volume. You can manage dozens of active relationships at once without letting anyone feel like a number.
• Responsive and reliable. VIP players don't operate 9-to-5, and neither does this role. You're comfortable with flexible hours, including some evenings and weekends.
• High-judgment and discreet. You handle sensitive player information, financial context, and responsible gaming situations with maturity and care.
• Data-aware. You don't need to build models, but you can