Account manager active users

Main challenge
As an Account Manager Active Users for our 4X MMO Games March of Empires and War Planet Online, your primary objective is to handle complex player-related cases that directly impact user experience. You will act as a key connector between our player community’s operational needs and internal development teams, analyzing issues, finding root causes, and ensuring accurate, aligned communications.
What it means on a daily basis
•Product Familiarity - play both games regularly to maintain a deep understanding of game mechanics, live events, and player workflows
•Case Resolution - investigate complex user cases, analyze technical and operational data, and coordinate structured solutions with internal teams
•Communication Alignment - ensure all player-facing communications comply with internal guidelines, accurate details, and brand standards
•Cross-Department Collaboration - work closely with Production, QA, Game Design, Data Analytics, and Programming to identify the root causes of recurring issues and suggest system improvements
•Documentation & Metrics - maintain documentation of case histories, resolutions, and best practices, while monitoring user experience KPIs to help build corrective action plans when needed
What success will look like
•Efficient Problem Resolution - complex player issues are diagnosed accurately and resolved systematically within agreed timelines
•Cross-Functional Synergy - smooth, ongoing collaboration between operations, development, and support teams
•Reduced Recurring Issues - proactive identification of friction points leading to actionable game or process improvements
Who you would be working with
You will be collaborating on daily basis with specialists and leads across Production, Quality Assurance, Data Analytics, Programming and Game Design
Your recruitment journey
•Step 1 - CV Screening
•Step 2 – an interview with the producer and HR
WHAT YOU NEED TO SUCCEED
•Strong interest in MMO games and a good understanding of player behavior
•Professional proficiency in English (both written and spoken)
•Working knowledge of Microsoft Excel for tracking and analyzing data
•Demonstrated ability to coordinate tasks across multiple teams and stakeholders
•Analytical mindset with strong attention to detail
WHO YOU ARE
•A logical thinker who enjoys investigating complex problems to find root causes
•An organized communicator comfortable translating technical insights between different teams
•An active gamer who understands what creates a smooth, engaging player experience

Employment type
Full-time

Work arrangement
Hybrid