Account Manager - Community Management - Video Games

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.  We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Engage - which is one of the fastest-growing Service Lines at Keywords Studios.  Engage provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.  Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role overview

The Account Manager is responsible for the delivery of work to their assigned clients. Operating as a strategic partner, they will maintain close working relationships with clients to ensure they are informed on and happy with the status of our services. As the main point of accountability for client satisfaction, they will manage the successful and profitable delivery of all capabilities. This will require the line management of CM Leads and Community teams assigned to their project, as well as close collaboration with Strategists, Project Managers for Creative Production needs, and the Influencer team.

Responsibilities

• Client strategic partnership: Maintain a deep understanding of the client’s business and operate as a trusted strategic partner, helping them achieve their goals for social and community. • Communication: Ensure client expectations are continually managed via timely, clear, and regular communication. • Management: Manage project teams - including line management of CM Leads - taking responsibility for the delivery of all work in scope, on time and to the highest standard. • Collaboration: Work with multiple teams across capabilities to provide a seamless service to clients that’s strategically aligned. • Business development: Assist Account Directors with pitches to both existing and new clients. Actively listen for growth opportunities and bring that intel back to your Account Director. • Invoicing: Make sure client invoices are accurately and punctually submitted each month, following the process defined by the Head of Operations. • Innovation: Drive AI adoption for Community Management to increase the velocity of client work and improve profitability.

a.       Research and implement AI-enabled solutions, including Google workspace workflows and third-party tools, in partnership with pillar leadership. b.       Ensure teams are up to date will all training and usage policies, and adopting mandated tools and workflows c.       Work with clients to understand their approach to AI, and be equipped to propose tech-enabled solutions as a strategic partner •  KPIs: Client Retention

AI: • Learn and adopt AI tools and workflows as instructed by Manager and or clients • Complete all mandatory training and compliance requirements to maintain access to tools • Ensure teams utilize the tools responsibly, ethically, and within the established legal and regulatory frameworks.