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Customer Success Operations Manager (Southern Europe)


PubMatic / Madrid / Client Services & Strategy
Job Overview

PubMatic is hiring a Customer Success Operations to join our growing team in Madrid.

The successful candidate will 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 publisher clients delivering world-class customer service with your experience with trouble-shooting 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 ready for broad adoption.

Our Team:

From the super analytical and process driven pack to the ‘work hard and play hard’ characters, no two team members are the same. What makes us come together is that we all understand the importance of keeping our clients happy. We all add value and collaborate in different ways, and we all have a common goal. While the technology is top-tier, it’s the people that make PubMatic an exceptional place to work.

Responsibilities:

  • Manage account setup and 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 etc)
  • Actively respond to escalations for both Publisher and Demand clients relating to integration issues, PMPs, 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 customer
  • Participate in and contribute to on-site quarterly business reviews with clients to review technical issues and product support opportunities
  • Travel (up to 20%) to client sites for strategic and quarterly business review meetings

Qualifications

  • Knowledge in regard to RTB/PMP and ad Networks; knowledge of Header Bidding/Wrapper 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 datasets to track performance trends, identify anomalies and their root causes
  • Ad Trafficking exposure using Ad Servers such as Google Ad Manager, Smart, FreeWheel, Xandr a plus

Will be a plus:

  • Experience with web applications, web forms and web server ideally with HTML or JavaScript knowledge
  • Knowledge to use debugging tools like Charles Proxy etc.

Personal Characteristics and Competencies:

  • Pro-active and self-motivated as will be a part of a small team
  • Logical reasoning ability, Problem-solving, and analytical mindset, Customer service-oriented attitude, Organized and structured approach to tasks with an eye for detail
  • Excellent written and spoken English
  • Native level of Spanish language mandatory

Latest Jobs at PubMatic


PubMatic Overview

PubMatic is a digital advertising technology company for premium content creators. The PubMatic platform empowers independent app developers and publishers to control and maximize their digital advertising businesses. PubMatic’s publisher-centric approach enables advertisers to maximize ROI by reaching and engaging their target audiences in brand-safe, premium environments across ad formats and devices. Since 2006, PubMatic has created an efficient, global infrastructure and remains at the forefront of programmatic innovation. Headquartered in Redwood City, California, PubMatic operates 13 offices and nine data centers worldwide.

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