Customer Success Operations Manager

About The Role
PubMatic is adding a new Customer Success Operations Manager to our growing team In this role, you 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. Your role as a Customer Success Operations Manager is to provide support in the day-to-day management of mid-market 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 Customer 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.

What You'll Do

• Manage publisher account setup and maintain Mid-Market accounts on the PubMatic system.
• Ensure on-time execution of technical integrations and deliver service excellence during implementation.
• Deliver excellent customer service and support within defined SLAs to publishers via support channels (e.g., Ticketing tool), including troubleshooting and resolving issues reported by publishers.
• Proactive in optimizing the publisher accounts and providing timely feedback to the customers to increase the yield.
• 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 customers.
• Build strong customer relationships to create advocates of PubMatic while identifying upsell opportunities to manage a book of business against assigned revenue targets.
• This role is to provide support to Mid-Market US regional accounts.

We'd Love for You to Have

• Two plus years of ad-tech experience, adequate knowledge in Header Bidding, ORTB protocol, RTB/PMP and ad Networks is a plus.
• Prior experience of working with SSP's, Custom Prebid Wrappers and various ad formats/ad platforms is a plus.
• Operationally minded and able to balance onboarding new customers, supporting existing customers, and optimizing performance.
• Proficiency in Excel, preferably Excel Macros, MS Access, MS Project, SQL, and other Database tools is a plus.
• Experience using complex datasets to track performance trends, identify anomalies and their root causes.
• Ad Trafficking exposure using Ad Servers such as GAM and AdMob is a plus.
• Experience with web applications, web forms, and web servers, ideally with HTML or JavaScript, is a plus.
• Knowledge of using debugging tools like Fiddler, Charles, and browser console, etc.
• Shift Timings - 12:00 Noon to 5:00 PM from office and 9:00 PM to 12:00 Midnight (IST) from home.
• Proactive and self-motivated with ability to collaborate with team members globally, especially US-based counterparts.

Qualifications

• 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, 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.