Customer Success Operations Manager,EMEA

3 months ago

Gurugram, India PubMatic Full time

Customer Success Operations Manager, EMEA

Location: Gurugram, HR, IN

Department: Client Operations


Company Description

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 return on investment and reach addressable audiences across ad formats and devices.Since 2006, our infrastructure-driven approach has allowed for the efficient processing and utilization of data in real time. By delivering scalable and flexible programmatic innovation, we improve outcomes for our customers while championing a vibrant and transparent digital advertising supply chain.Position Description

The successful candidate will possess a unique ability to combine ad operations knowledge, technical and creative thinking with strong communication skills. Ultimately, ensuring that this meets our client’s goals and objectives. The candidate should have a deep understanding of programmatic advertising, as well as a strong command on the language, both written and spoken. This role requires the ability to explain technical information to broad audiences and coordinate with internal teams to deliver on schedule results.


Responsibilities:

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 and 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 are ready for broad adoption.

  • Manage account setup & maintain accounts on the PubMatic system with equally native region personalized flavor support.
  • 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, 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 customer.
  • This role is to provide additional support to in-region EMEA Accounts.


Requirements:

  • Knowledge in regard to Header Bidding, oRTB protocol, RTB/PMP and ad Networks.
  • Prior experience of working with multiple SSP’s, Custom Prebid Wrappers 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.
  • Experience using complex data sets to track performance trends, identify anomalies and their root causes.
  • Ad Trafficking exposure using GAM 360 and other relevant ad servers, definitely an advantage.
  • Experience with web applications, web forms and web server ideally with HTML or JavaScript knowledge.
  • Understanding on debugging tools like Fiddler, Firebug and Charles etc.
  • Shift Timings - 12:00 PM to 8:00 PM (IST).


Personal Characteristics and Competencies.

  • Pro-active and self-motivated - will be a part of a dynamic team.
  • Logical reasoning ability, Problem solving and analytical mindset, Customer service-oriented attitude, Organized and structured approach to tasks with an eye for detail.
  • Fluent in Communication skills.

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