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Triumph is a fast-growing gaming and trading card platform where players compete, rip packs, and chase big moments. The VIP department's mission is to make the most engaged players feel like the most important people on the platform through dedicated, personal account management.
As a VIP Account Manager, you will own a dedicated book of high-value players and serve as their single point of contact for all Triumph needs. This is a high-agency, high-ownership role where you manage your book of business with significant autonomy. You'll operate as part concierge, part account manager, part trusted friend.
Key Responsibilities:
- Build and maintain 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 that differentiate Triumph
- Serve as the primary problem-solver for player issues—payouts, technical problems, promo credits—owning resolution end-to-end and closing the loop personally
- Champion responsible gaming by recognizing when player engagement becomes unhealthy and taking appropriate action
- Share player insights, feedback, and trends with the broader team to inform VIP program strategy, loyalty offerings, and product development
- Follow and continuously improve standard operating procedures for outreach, escalation, and compliance as the program scales
You'll work in a small, senior team where your voice directly shapes the VIP program. The role requires flexibility, including some evenings and weekends, as VIP players don't operate on a 9-to-5 schedule.
Requirements:
- 2+ years of experience in VIP account management, VIP hosting, player development, iGaming, luxury hospitality, or comparable high-value client management role
- Natural relationship-builder with genuine interpersonal skills and attention to detail
- Deep fluency in gaming culture (sweepstakes, casino, sports cards, TCG, or adjacent spaces); you speak the language because you've lived it
- High-agency and self-directed mindset; you identify what your book needs and act without waiting for direction
- Ability to manage dozens of active relationships simultaneously without making anyone feel like a number
- Responsive and reliable; comfortable with flexible hours including evenings and weekends
- High judgment and discretion when handling sensitive player information, financial context, and responsible gaming situations
- Data-aware; able to read dashboards, interpret metrics, and act on insights
Nice to Have:
- Prior experience at 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
- Familiarity with AI tools (Claude, ChatGPT) and ability to use them to work smarter
