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Customer Success Operations Manager, Mobile App


PubMatic / New Delhi / Client Services & Strategy
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Job Overview

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, Mobile is to provide support in the day-to-day management of mobile app mid-market publisher clients. 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.

Responsibilities

  • Manage account setup and maintain Mobile App Mid-Market accounts on the PubMatic system
  • Ensure on-time execution of technical integrations and provide consultative service throughout implementation
  • Deliver excellent customer service and support to publishers within defined SLAs via support channels (e.g. Zendesk), including troubleshooting and resolving issues reported by publishers
  • Work with internal teams, including sales, marketing, business development, product management and engineering to deliver customized implementation plans
  • 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
  • Keeping multiple support systems updated (e.g. Salesforce, JIRA, etc.)

Qualifications

  • 2-3 years of experience working regarding RTB/PMP and other forms of programmatic ad tech; knowledge of Header Bidding/Wrapper and various ad formats/ad platforms is a plus
  • At least 1 year of mobile app experience preferred
  • Operationally minded as well as customer centric to balance onboarding new customers, supporting existing customers, and optimizing performance
  • 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 a plus
  • Experience with web applications, web forms and web server ideally with HTML or JavaScript knowledge
  • Knowledge to use debugging tools like Fiddler, Firebug etc.

Personal Characteristics and Competencies

  • Proactive and self-motivated as will be a part of a small team
  • Ability to collaborate with team members globally, especially US-based counterparts
  • 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

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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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