Customer Success Operations Manager

1 week ago

Gurgaon, Haryana, India PubMatic Full time

Customer Success Operations Manager, US

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 mid-market publisher clients delivering world-class customer service with your experience with troubleshooting in ad technology-related areas. As PubMatic's products and services evolve, the Customer Success Operations Manager must stay at the forefront of new capabilities to ensure that the implementation process is defined, tested with new publishers, and are ready for broad adoption.
    • Responsibilities:
    • Manage publisher account setup and maintain Mid-Market accounts on the PubMatic system.
    • Ensure on-time execution of technical integrations and deliver service excellence during implementation.
    • Deliver excellent customer service and support within defined SLAs to publishers via support channels (e.g., Ticketing tool), including troubleshooting and resolving issues reported by publishers.
    • Proactive in optimizing the publisher accounts and providing timely feedback to the customers to increase the yield.
    • 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, Zendesk 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 customers.
    • Build strong customer relationships to create advocates of PubMatic while identifying upsell opportunities to manage a book of business against assigned revenue targets.
    • This role is to provide support to Mid-Market US regional accounts.

Qualifications

  • The ideal candidate should have 2+ years of ad-tech experience, adequate knowledge in Header Bidding, ORTB protocol, RTB/PMP and ad Networks is a plus.
  • Prior experience of working with SSP's, Custom Prebid Wrappers and various ad formats/ad platforms is a plus.
  • Operationally minded and able to balance onboarding new customers, supporting existing customers, and optimizing performance.
  • Proficiency in Excel, preferably Excel Macros, MS Access, 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 GAM and AdMob is a plus.
  • Experience with web applications, web forms and web server ideally with HTML or JavaScript is a plus.
  • Knowledge of using debugging tools like Fiddler, Charles, and browser console etc.
  • Shift Timings - 12:00 Noon to 5:00 pm from the office and 9:00 pm to 1:00AM Midnight (IST) from home.
  • BA/BS/BE degree

Personal Characteristics and Competencies:

  • Proactive and self-motivated as will be a part of a small team
  • Ability to collaborate with team members globally, especially US-based counterparts.
  • Logical reasoning ability, problem solving and analytical mindset; customer service-oriented attitude; organized and structured approach to tasks with an eye for detail
  • Excellent written and verbal communication skills, a positive attitude, and interpersonal skills.
  • Pro-active, quick learner, good team player, able to adapt, and operative effectively in a fast-paced, highly demanding, continually evolving environment.

  • Customer Success Operations Manager,EMEA

    3 weeks ago

    Gurgaon, Haryana, India PubMatic Full time

    Customer Success Operations Manager, EMEALocation: Gurugram, HR, INDepartment: Client OperationsCompany DescriptionPubMatic (Nasdaq: PUBM) is an independent technology company maximizing customer value by delivering digital advertising's supply chain of the future.PubMatic's sell-side platform empowers the world's leading digital content creators across the...

  • Customer Success Manager

    3 weeks ago

    Gurgaon, Haryana, India Holiday Tribe Full time

    About Us:  Holiday Tribe is a seed-stage VC-funded travel tech brand based in Gurugram. We specialize in crafting unforgettable leisure travel experiences by integrating advanced technology, leveraging human expertise, and prioritizing customer success. With holidays curated across 30+ destinations worldwide, partnerships with renowned tourism boards, and...

  • Customer Success Manager

    3 weeks ago

    Gurgaon, Haryana, India PepsiCo Full time

    Overview We are PepsiCo PepsiCo is one of the world's leading food and beverage companies with more than $79 Billion in Net Revenue and a global portfolio of diverse and beloved brands. We have a complementary food and beverage portfolio that includes 22 brands that each generate more than $1 Billion in annual retail sales. PepsiCo's products are sold...

  • Customer Success Manager

    2 weeks ago

    Gurgaon, Haryana, India AiSensy Full time

    About AiSensy AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp. Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing 400cr+ WhatsApp Messages done between Businesses and Users via AiSensy Working with top brands like Skullcandy,...

  • Customer Success Manager

    1 day ago

    Gurgaon, Haryana, India AiSensy Full time

    About AiSensyAiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp.- Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing- 400cr+ WhatsApp Messages done between Businesses and Users via AiSensy- Working with top brands like Skullcandy,...

  • Customer Success Operations Manager, EMEA

    3 weeks ago

    Gurgaon, Haryana, India PubMatic Full time

    PubMatic (Nasdaq: PUBM) is an independent technology company maximizing customer value by delivering digital advertising's supply chain of the future. PubMatic's sell-side platform empowers the world's leading digital content creators across the open internet to control access to their inventory and increase monetization by enabling marketers to drive...

  • Customer Success Manager

    3 weeks ago

    Gurgaon, Haryana, India AiSensy Full time

    About AiSensyAiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp.Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing400cr+ WhatsApp Messages done between Businesses and Users via AiSensyWorking with top brands like Skullcandy, Vivo,...

  • Customer Success, Manager Customer Success, Sr Manager Customer Success, AD Csutomer Success, AD CS, Manager CS

    3 weeks ago

    Gurgaon, Haryana, India Michael Page Full time

    Our client is a profitable SaaS firm part of a large group Be part of an impactful role About Our Client Our client is a large-sized firm in the Software sector of the Technology & Telecoms industry, renowned for its innovative solutions and commitment to excellence. Job Description Delivering Customer Success by monitoring performance KPIs on a...

  • Customer Success Manager

    1 week ago

    Gurgaon, Haryana, India RegisterKaro Full time

    Job Title : Customer Success Manager Employment Type : Full-time Job Summary We are looking for a proactive and results-driven Customer Success Manager to join our team. The ideal candidate will be responsible for ensuring our customers achieve their desired outcomes through the effective use of our products and services. You will focus on building strong,...

  • Manager- Customer Success

    2 weeks ago

    Gurgaon, Haryana, India Builder Full time

    About Builder aiWe re on a mission to make app building so easy everyone can do it - regardless of their background tech knowledge or budget We ve already helped thousands of entrepreneurs small businesses and even global brands like the BBC Makro and Pepsi achieve their software goals and we ve only just started was voted as one of 2023 s Most...

  • Manager- Customer Success

    3 weeks ago

    Gurgaon, Haryana, India Builder Full time

    About We're on a mission to make app building so easy everyone can do it – regardless of their background, tech knowledge or budget. We've already helped thousands of entrepreneurs, small businesses and even global brands, like the BBC, Makro and Pepsi achieve their software goals and we've only just started. was voted as one of 2023's 'Most Innovative...

  • Customer Success Manager

    4 weeks ago

    Gurgaon, Haryana, India Glood - Personalization & Experience For Shopify Full time

    Join Our Dynamic Team At Glood.AI, customer success is the cornerstone of everything we do. We're looking for a passionate and driven Customer Success Manager to join our team and ensure our customers achieve maximum value from our platform. If you thrive on building meaningful relationships, solving problems, and driving long-term customer satisfaction, we...

  • Customer Success Manager

    1 week ago

    Gurgaon, Haryana, India Glood - Personalization & Experience For Shopify Full time

    Join Our Dynamic Team At Glood.AI, customer success is the cornerstone of everything we do. We're looking for a passionate and driven Customer Success Manager to join our team and ensure our customers achieve maximum value from our platform. If you thrive on building meaningful relationships, solving problems, and driving long-term customer satisfaction, we...

  • Customer Success Manager

    3 weeks ago

    Gurgaon, Haryana, India Glood - Personalization & Experience For Shopify Full time

    Join Our Dynamic Team At Glood.AI, customer success is the cornerstone of everything we do. We're looking for a passionate and driven Customer Success Manager to join our team and ensure our customers achieve maximum value from our platform. If you thrive on building meaningful relationships, solving problems, and driving long-term customer satisfaction, we...

  • Customer Success Manager

    3 weeks ago

    Gurgaon, Haryana, India Sprinklr Full time

    Description Customer Success Manager The Customer Success Manager (CSM) manages Sprinklr's largest customers and is the primary link between Sprinklr and our customer teams. In this position, you will ensure that Sprinklr customers maximize their investment in Sprinklr, equip them to pursue their strategic objectives, and help them achieve their...

  • Customer Success Manager

    4 weeks ago

    Gurgaon, Haryana, India PeopleStrong Full time

    Job DescriptionCustomer Success ManagerLocation: GurgaonKey Responsibilities- Act as a trusted advisor to clients, building strong relationships and understanding their business goals.- Identify upselling and cross-selling opportunities, collaborating with sales to meet client needs.- Address client queries, concerns, and escalations promptly, working with...

  • Customer Success Manager

    3 weeks ago

    Gurgaon, Haryana, India Builder Full time

    About We're on a mission to make app building so easy everyone can do it – regardless of their background, tech knowledge or budget. We've already helped thousands of entrepreneurs, small businesses and even global brands, like the BBC, Makro and Pepsi achieve their software goals and we've only just started. was voted as one of 2023's 'Most Innovative...

  • AiSensy - Manager - Customer Success

    2 weeks ago

    Gurgaon, Haryana, India Aisensy Communications Private Limited Full time

    About AiSensy: AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp.. Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing. 400cr+ WhatsApp Messages done between Businesses and Users via AiSensy. Working with top brands like...

  • AiSensy - Manager - Customer Success

    2 weeks ago

    Gurgaon, Haryana, India Aisensy Communications Private Limited Full time

    About AiSensy: AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp.. Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing. 400cr+ WhatsApp Messages done between Businesses and Users via AiSensy. Working with top brands like...

  • Customer Success Strategist

    4 weeks ago

    Gurgaon, Haryana, India Shipsy Full time

    Customer Success Strategist We are seeking a seasoned professional to drive customer retention, revenue expansion, and product adoption as a Customer Success Strategist. The ideal candidate will have experience in account management, customer success strategy, and revenue growth initiatives within a SaaS company. Key Responsibilities Develop and execute...