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Customer Success Operations Manager - EMEA

PubMaticGurugram, IN
On-site Full-time

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Experience Level

Experience

Qualifications

Preferred Qualifications Strong knowledge of Header Bidding, oRTB protocol, RTB/PMP, and ad Networks. Experience with multiple SSPs, Custom Prebid Wrappers, and various ad formats/platforms is advantageous. Proficiency in Excel, including Excel Macros, and familiarity with MS Access; knowledge of MS Project, SQL, and other database tools is a plus. Ability to utilize complex data sets to track performance trends, identify anomalies, and determine root causes. Exposure to ad trafficking using Ad Servers like DFP and AdTech is beneficial. Experience with web applications, web forms, and web servers, ideally with knowledge of HTML or JavaScript. Familiarity with debugging tools such as Fiddler and Firebug. Shift Timings: 1:00 PM to 9:00 PM (IST). Self-motivated and proactive, with strong communication skills. Logical reasoning, problem-solving abilities, a customer service-oriented mindset, and an organized approach to tasks are essential.

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.

About PubMatic

PubMatic is a technology company that empowers publishers with innovative solutions to maximize their advertising revenue. We are dedicated to providing our clients with advanced tools and unparalleled support to thrive in the dynamic digital landscape.

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