VIP Account Manager

About this role

About Triumph Triumph is a fast-growing gaming and trading card platform where players compete, rip packs, and chase big moments every day. Our VIP department exists for one reason: to make our most engaged players feel like the most important people on the platform — because to us, they are.

We're not a faceless operator with a ticket queue and a canned macro library. Our edge is the relationship. Every VIP player at Triumph has a dedicated account manager — a person they know by name, who knows their story, their play style, and what actually matters to them. That's the moat, and you'd be part of it.

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.

What You'll Do

- 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.

Who You Are

- 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 read a dashboard, understand what your numbers are telling you, and act on them.

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, etc.) and a knack for using them to work smarter — drafting, summarizing, analyzing, automating the busywork.

What We Offer

- Competitive base salary.

- Real ownership from day one — a small, senior team where your voice shapes the program.

- A front-row seat at one of the fastest-growing platforms in the space.

- The chance to build the kind of VIP program bigger operators can't: personal, fast, and actually fun.

- Competitive salary and benefits, healthcare, vision, dental, 401k, etc.

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