Customer Success Operations Manager for EMEA

4 weeks ago


Gurgaon, Haryana, India PubMatic Full time

Role Overview

PubMatic, a leading digital advertising technology company, seeks a Customer Success Operations Manager to support its EMEA regional accounts. The successful candidate will possess strong ad operations knowledge, technical and creative thinking, and excellent communication skills in German.

Key Responsibilities

  • Manage account setup and maintenance on the PubMatic system with personalized language support.
  • Ensure timely execution of technical integrations and deliver exceptional service during implementation.
  • Collaborate with internal teams to develop customized implementation plans for select clients.
  • Update multiple support systems, including Salesforce, JIRA, and Zendesk.
  • Actively respond to escalations for publisher and demand clients regarding integration issues, discrepancies, and brand safety in the regional language.
  • Generate and interpret reporting to yield competitive insights for clients.
  • Work closely with internal and external customers to drive higher returns for end customers.

Requirements

  • Knowledge of Header Bidding, oRTB protocol, RTB/PMP, and ad networks.
  • Experience working with multiple SSPs, Custom Prebid Wrappers, and various ad formats/platforms.
  • Proficiency in Excel, MS Access, and database tools.
  • Experience analyzing complex data sets to track performance trends, identify anomalies, and their root causes.
  • Ad trafficking experience with Ad Servers like DFP and AdTech.
  • Web applications, web forms, and web server experience with HTML or JavaScript knowledge.
  • Understanding of debugging tools like Fiddler and Firebug.
  • Knowledge of the Hispanic market and culture is a plus.

Personal Characteristics and Competencies

  • Pro-active and self-motivated with a logical reasoning ability and problem-solving mindset.
  • Customer service-oriented attitude, organized, and structured approach to tasks with an eye for detail.
  • Fluent in German, both written and spoken.


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