Team Lead, Customer Success
1 week ago
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 About the jobPubMatic is hiring Team Lead Customer Success Operations to join our growing team in New Delhi The Customer Success CS team are the primary owners of PubMatic s global publisher base As Team Lead CS in the MidMarket org you will oversee a team of Customer Success Operations Managers CSOMs supporting MidMarket accounts for the US region We are looking for a highly motivated and experienced team contributor to manage and help build a team that supports the US medium to long-tail publisher business You will support your team as they manage omnichannel supply desktop video mobile CTV foster and develop partnerships with publishers optimize account performance run data analysis and technical troubleshooting To achieve this you will need to understand our core business strategy and be able to execute the tactics required as well as having a deep understanding of PubMatic s product offerings and market forces to guide and support your team This role reports to the Associate Director Customer Success Operations Responsibilities Commercially responsible for a portfolio of high-spend and high-potential publishers by thoroughly understanding growth drivers identifying opportunities for growth managing risks and creating multi-quarter plans for achievement Manage a team of customer success operations managers CSOM conducting weekly 1 to 1 meeting providing coaching and mentorship to support their ongoing development Develop a culture of collaboration and accountability across the team Collaborate with Publisher Development team and Product Commercial Leads to find additional opportunities and assist in upselling Work closely with the Advertiser Solutions and Tech Ops teams to create win-win solutions for both the demand and supply side Oversee Salesforce hygiene and reporting of team s publisher accounts customer data Opportunity pipeline Case workflow and publisher performance revenue data Identify product enhancement opportunities and liaison with Product Managers to strengthen and innovate PubMatic s Product offering Ensure operational excellence as primary technical escalation point for team including new publisher onboarding of header bidding integrations performance optimization and technical troubleshooting Coach peers proactively in the organization to create skill lift that drives client growth and contributes to overall team success Generate business plans by collaborating with specialists Engineers and Product teams and defining business goals key strategies and success metrics Requirements Graduate post graduate with relevant experience required 8 years of related experience with 3 years experience in people manager role Experience managing and helping them in day-to-day activity Must be comfortable working closely with customers senior executives and Product management Strong time management abilities Strong understanding of the Digital Advertising Industry Excellent interpersonal skills with an emphasis on teamwork ownership initiative and integrity Preferred knowledge in areas like Header bidding Amazon TAM GAM AdMob and Video Should have experience in supporting global customers US EMEA and APAC Required strong analytical skills Ability to work flexibly working hours that overlaps with US based customers Shift Timings - 1 00 pm to 12 00 am IST Return to Office PubMatic employees throughout the global have returned to our offices via a hybrid work schedule 3 days in office and 2 days working remotely that is intended to maximize collaboration innovation and productivity among teams and across functions 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 PubMatic
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