Customer Success Operations Manager, EMEA
1 month ago
PubMatic, a leading technology company, is seeking a highly skilled Customer Success Operations Manager to join our EMEA team. As a key member of our operations team, you will play a critical role in ensuring the success of our publisher clients by delivering world-class customer service and technical support.
Responsibilities:- Manage account setup and maintenance on the PubMatic system, ensuring seamless integration and personalized support for our clients.
- Ensure timely execution of technical integrations and deliver exceptional service during implementation.
- Collaborate with internal teams, including sales, marketing, business development, product management, and engineering to develop customized implementation plans for select clients.
- Maintain multiple support systems, including Salesforce, JIRA, and Zendesk, to ensure efficient issue resolution and client satisfaction.
- Respond to escalations for publisher and demand clients, addressing integration issues, discrepancies, and brand safety concerns in the regional language.
- Generate and interpret reporting to provide competitive insights for our clients.
- Work closely with internal and external customers to drive higher returns for end customers.
- Knowledge of header bidding, oRTB protocol, RTB/PMP, and ad networks.
- Prior experience working with multiple SSPs, custom prebid wrappers, and various ad formats/ad platforms.
- Proficiency in Excel, preferably with Excel Macros, MS Access, and knowledge of MS Project, SQL, and other database tools.
- 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.
- Experience with web applications, web forms, and web servers, ideally with HTML or JavaScript knowledge.
- Understanding of debugging tools like Fiddler and Firebug.
- Knowledge of the Hispanic market and culture is a plus.
- Pro-active and self-motivated, with a customer service-oriented attitude.
- Logical reasoning ability, problem-solving, and analytical mindset.
- Fluent in German, both written and spoken.
PubMatic is an equal opportunity employer and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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