Customer Success Operations Manager

3 months ago

Gurugram, 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

    2 months ago

    gurugram, India PubMatic Full time

    Customer Success Operations Manager, USJob DescriptionThe 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...

  • Customer Success Operations Manager

    3 months ago

    Gurugram, India PubMatic Full time

    Customer Success Operations Manager, USJob DescriptionThe 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...

  • Customer Success Operations Manager

    3 months ago

    Gurugram, India PubMatic Full time

    Customer Success Operations Manager, USJob DescriptionThe 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...

  • Customer Success Operations Manager,EMEA

    2 months ago

    gurugram, 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...

  • 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...

  • Customer Success Operations Manager,EMEA

    3 months ago

    Gurugram, 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...

  • Customer Success Operations Manager,EMEA

    3 months ago

    Gurugram, 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...

  • Customer Success Manager

    4 months ago

    Gurugram, 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 Operations Manager, EMEA

    6 months ago

    Gurugram, 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...

  • Customer Success Manager

    3 weeks ago

    Gurugram, India BayOne Solutions Full time

    Position: Customer Success ManagerLocation: Gurgaon (Onsite)Type: Fulltime with BayOneResponsibilities:Sr Customer Success Manager - Provide oversight and orchestrate Premium services deliverables.What are we looking for:Exceptional customer skills. Has a higher workload. Can accept, plan, and execute large projects as well handle multiple types of customer...

  • Customer Success Manager

    3 weeks ago

    gurugram, India BayOne Solutions Full time

    Position: Customer Success ManagerLocation: Gurgaon (Onsite)Type: Fulltime with BayOneResponsibilities:Sr Customer Success Manager - Provide oversight and orchestrate Premium services deliverables.What are we looking for:Exceptional customer skills. Has a higher workload. Can accept, plan, and execute large projects as well handle multiple types of customer...

  • Customer Success Manager

    3 weeks ago

    Gurugram, India BayOne Solutions Full time

    Position: Customer Success Manager Location: Gurgaon (Onsite) Type: Fulltime with BayOne Responsibilities: Sr Customer Success Manager - Provide oversight and orchestrate Premium services deliverables. What are we looking for: Exceptional customer skills. Has a higher workload. Can accept, plan, and execute large projects as well handle multiple types...

  • Customer Success Manager

    3 weeks ago

    gurugram, India BayOne Solutions Full time

    Position: Customer Success Manager Location: Gurgaon (Onsite) Type: Fulltime with BayOne Responsibilities: Sr Customer Success Manager - Provide oversight and orchestrate Premium services deliverables. What are we looking for: Exceptional customer skills. Has a higher workload. Can accept, plan, and execute large projects as well handle multiple types...

  • Customer Success Manager

    3 weeks ago

    Gurugram, India BayOne Solutions Full time

    Position: Customer Success ManagerLocation: Gurgaon (Onsite)Type: Fulltime with BayOneResponsibilities:Sr Customer Success Manager - Provide oversight and orchestrate Premium services deliverables.What are we looking for:Exceptional customer skills. Has a higher workload. Can accept, plan, and execute large projects as well handle multiple types of customer...

  • Customer Success Manager

    4 weeks ago

    gurugram, India BayOne Solutions Full time

    Position: Customer Success Manager Location: Bengaluru or Gurgaon (Onsite) Type: Fulltime with BayOne Responsibilities: Sr Customer Success Manager - Provide oversight and orchestrate Premium services deliverables. What are we looking for: Exceptional customer skills. Has a higher workload. Can accept, plan, and execute large projects as well handle...

  • Customer Success Manager

    1 month ago

    Gurugram, India BayOne Solutions Full time

    Position: Customer Success ManagerLocation: Bengaluru or Gurgaon (Onsite)Type: Fulltime with BayOneResponsibilities:Sr Customer Success Manager - Provide oversight and orchestrate Premium services deliverables.What are we looking for:Exceptional customer skills. Has a higher workload. Can accept, plan, and execute large projects as well handle multiple types...

  • Customer Success Manager

    2 weeks ago

    Gurugram, India BayOne Solutions Full time

    Work Timezone: North America Shift (to work in PST) Europe Shift (to work in 2pm-11pm IST) India Shift (9-5pm IST) Skills Required: Must have CSM experience in technology industry with tools similar to Jira, SFDC, ServiceNow, Hubspot, Gainsight, ERP-CRM such as Oracle, SAP, Ariba 1. Communication and interpersonal skills 2. Problem-solving and analytical...

  • Customer Success Manager

    2 weeks ago

    Gurugram, India BayOne Solutions Full time

    Work Timezone:North America Shift (to work in PST)Europe Shift (to work in 2pm-11pm IST)India Shift (9-5pm IST)Skills Required:Must have CSM experience in technology industry with tools similar to Jira, SFDC, ServiceNow, Hubspot, Gainsight, ERP-CRM such as Oracle, SAP, Ariba1. Communication and interpersonal skills2. Problem-solving and analytical thinking3....

  • Customer Success Manager

    2 weeks ago

    Gurugram, India BayOne Solutions Full time

    What are we looking for: Exceptional customer skills. Has a higher workload. Can accept, plan, and execute large projects as well handle multiple types of customer problems. Can translate customer requirements and issues into action plans. A CSM is regarded as an advisor to the customer and can work in a crisis situation. Mentors team members. Demonstrates...

  • Customer Success Manager

    2 weeks ago

    Gurugram, India BayOne Solutions Full time

    What are we looking for:Exceptional customer skills. Has a higher workload. Can accept, plan, and execute large projects as well handle multiple types of customer problems. Can translate customer requirements and issues into action plans. A CSM is regarded as an advisor to the customer and can work in a crisis situation. Mentors team members. Demonstrates a...