Customer Success Operations Manager

Department: Client Operations

About the Role

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 and 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 is ready for broad adoption.

What You'll Do

• Manage account setup & 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 the end customer.
• This role is to provide additional support to in-region EMEA Accounts.

We'd Love for You to Have

• 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 is a plus.
• Experience with web applications, web forms, and web servers, ideally with HTML or JavaScript knowledge.
• Understanding of debugging tools like Fiddler, Firebug, etc.
• Shift Timings - 1:00 PM to 9:00 PM (IST).
• Pro-active and self-motivated to be a part of a small team with fluent Communication skills.
• Logical reasoning ability, Problem-solving and analytical mindset, Customer service-oriented attitude, Organized and structured approach to tasks with an eye for detail.

Qualification:

• Should have a Bachelor's degree in engineering (CS / IT) or equivalent degree from a well-known institute/university.

Additional Information:

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 paternity/maternity leave, healthcare insurance, and 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.

About PubMatic

PubMatic is one of the world's leading scaled digital advertising platforms, offering more transparent advertising solutions to publishers, media buyers, commerce companies, and data owners, allowing them to harness the power and potential of the open internet to drive better business outcomes.

Founded in 2006 with the vision that data-driven decisioning would be the future of digital advertising, we enable content creators to run a more profitable advertising business, which in turn allows them to invest back into the multi-screen and multi-format content that consumers demand.