Customer Success Operations Manager, EMEA

1 week ago

Gurugram, India PubMatic Full time

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.

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 with troubleshooting 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 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, 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 EMEA regional accounts.

Requirements:

Qualifications

- Knowledge in regard to Header Bidding, oRTB protocol, RTB/PMP and ad Networks.
- Prior experience of working with multiple SSPs, 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 tools is a plus.
- Experience using complex data sets 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.
- Excellent written and spoken English.

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