About the job
About the Role
We are excited to welcome a new Customer Success Operations Manager to our dynamic team at PubMatic! This pivotal role requires a unique blend of ad operations expertise, technical and creative problem-solving abilities, and exceptional communication skills. As a Customer Success Operations Manager, you will be instrumental in elucidating technical information to diverse audiences and collaborating with internal teams to ensure timely project delivery. Your primary focus will be to manage the day-to-day operations of our mid-market publisher clients, providing top-notch customer service and leveraging your troubleshooting experience in ad technology. As PubMatic's offerings evolve, you will stay updated on new capabilities to define and test the implementation processes with new publishers, preparing them for widespread adoption.
What You'll Do
- Setup, manage, troubleshoot, and optimize US Mid-Market accounts on the PubMatic SSP Platform.
- Ensure timely execution of technical integrations and deliver outstanding service during implementation.
- Provide excellent customer service and support to publishers through established support channels (e.g., Ticketing tool), including troubleshooting and resolving reported issues.
- Proactively optimize publisher accounts, offering timely feedback to enhance yield.
- Collaborate with internal teams such as sales, marketing, business development, product management, and engineering to create tailored implementation plans for select clients.
- Maintain accurate records across multiple support systems (e.g., Salesforce, JIRA, Zendesk, etc.).
- Respond promptly to escalations from both Publisher and Demand clients regarding integration issues, discrepancies, Brand Safety, etc.
- Generate and analyze reports that provide competitive insights for our clients.
- Work closely with both internal and external customers to drive higher returns for end customers.
- Foster strong customer relationships, turning clients into advocates for PubMatic while identifying upsell opportunities and managing a portfolio against assigned revenue targets.
- This position focuses on supporting Mid-Market US regional accounts.
We'd Love for You to Have
- 3 to 5 years of experience in ad-tech, programmatic advertising, SSP publisher monetization, Header Bidding, ORTB protocol, RTB/PMP, and Ad Networks.
- Previous experience in a customer-facing role with the ability to build relationships and trust.
- Strong analytical skills and the ability to interpret data to drive decision-making.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a team.
