Customer Success Operations Manager - EMEA

PubMatic-posted 3 months ago
Full-time • Mid Level
Hybrid • Gurugram, IN
501-1,000 employees
Publishing Industries
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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.

  • 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.
  • Provide additional support to in-region EMEA Accounts.
  • 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.
  • 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.
  • Paternity/maternity leave
  • Healthcare insurance
  • Broadband reimbursement
  • Kitchen loaded with healthy snacks and drinks
  • Catered lunches
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