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Customer Success Operations Manager ,EMEA

SKU 2598 Categories ,
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New Delhi

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Description

Company Description

PubMatic (Nasdaq: PUBM) delivers superior revenue to publishers by being an SSP of choice for agencies and advertisers. PubMatic?™s cloud infrastructure platform for digital advertising empowers app developers and publishers to increase monetization while enabling media buyers to drive return on investment by reaching and engaging their target audiences in brand-safe, premium environments across ad formats and devices. Since 2006, PubMatic has been expanding its owned and operated global infrastructure and continues to cultivate programmatic innovation. PubMatic operates 14 offices and eight data centers worldwide.

Job Description

The successful candidate will possess a unique ability to combine ad operations knowledge, technical and creative thinking with strong communication skills. This role requires the ability to explain technical information to broad audiences and coordinate with internal teams to deliver on schedule.

Your role as a Customer Success Operations Manager is to provide support in the day-to-day management of publisher clients delivering world-class customer service with your experience with trouble-shooting in ad technology-related areas. As PubMatic’s products and services evolve, the Client Success Operations Manager must stay at the forefront of new capabilities to ensure that the implementation process is defined, tested with new publishers, and ready for broad adoption.

Responsibilities

Manage account setup and maintain accounts on the PubMatic system
Ensure on-time execution of technical integrations and deliver service excellence during implementation
Work with internal teams, including sales, marketing, business development, product management and engineering to deliver customized implementation plans to select clients
Keeping multiple support systems updated (e.g. Salesforce, JIRA etc)
Actively respond to escalations for both Publisher and Demand clients relating to integration issues, discrepancies, Brand Safety etc.
Generate and interpret reporting that will yield competitive insights for our clients
Work closely with internal and external customers to ensure higher returns for end customer
Participate in and contribute to on-site quarterly business reviews with clients to review technical issues and product support opportunities
Travel (up to 20%) to client sites for strategic and quarterly business review meetings
QualificationsKnowledge in regards to RTB/PMP and ad Networks; knowledge of Header Bidding/Wrapper and various ad formats/ad platforms is a plus
Proficiency in Excel, preferably Excel Macros, MS Access; knowledge of MS Project, SQL and other Database tools is a plus
Experience using complex datasets to track performance trends, identify anomalies and their root causes
Ad Trafficking exposure using Ad Servers such as DFP and AdTech a plus
Experience with web applications, web forms and web server ideally with HTML or JavaScript knowledge
Knowledge to use debugging tools like Fiddler, Firebug etc.

Personal Characteristics and Competencies

Pro-active and self-motivated as will be a part of a small team
Logical reasoning ability, Problem solving and analytical mindset, Customer service-oriented attitude, Organized and structured approach to tasks with an eye for detail
Additional Information

Coronavirus notice: PubMatic is actively working to ensure candidate and employee safety. Currently, all hiring and onboarding processes at PubMatic will be carried out remotely through virtual meetings until further notice.

Benefits: Our benefits package includes the best of what leading organizations provide, such as stock options, paternity/maternity leave, healthcare insurance, broadband reimbursement. As well, when we?™re back in the office, we all benefit from a kitchen loaded with healthy snacks and drinks and catered lunches and much more!

Diversity and Inclusion: PubMatic is proud to be an equal opportunity employer; we don?™t just value diversity, we promote and celebrate it. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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