About the job
Department: Client Operations
About the Role
As a Customer Success Operations Manager, you will play a pivotal role in managing our publisher clients. You will leverage your expertise in ad technology to deliver exceptional customer service and address troubleshooting needs. As our products and services evolve, you will ensure that the implementation process is well-defined, thoroughly tested with new publishers, and primed for widespread adoption.
Key Responsibilities
- Oversee account setup and maintain publisher accounts within the PubMatic system.
- Ensure timely execution of technical integrations, providing outstanding service during the implementation phase.
- Collaborate with internal teams such as sales, marketing, business development, product management, and engineering to create tailored implementation plans for selected clients.
- Keep multiple support systems updated, including Salesforce, JIRA, and Zendesk.
- Proactively address escalations from both Publisher and Demand clients regarding integration challenges, discrepancies, and Brand Safety issues.
- Generate and analyze reports to provide competitive insights for our clients.
- Work closely with internal and external customers to maximize returns for the end customer.
- This role will provide additional support to accounts across the EMEA region.
