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Senior / Customer Success Operations Manager

PubMatic / Redwood City / Client Services & Strategy
Job Overview

We are immediately hiring a strong Senior / Customer Success Operations Manager to join our growing team in Redwood City (when we eventually return to the office).

This key contributor on the Customer Success team supports omnichannel publishers with world-class customer service and troubleshooting experience in mobile ad serving. The role requires the ability to explain technical information to broad audiences and coordinate with internal teams to deliver on schedule.

As PubMatic's products and services evolve, this CSOM stays at the forefront of monetization strategies to ensure that publisher onboarding + optimization best processes are well defined and implemented successfully across the Customer Success team.

The successful candidate will have a unique ability to combine ad operations knowledge, technical and creative thinking with strong communication skills.

Responsibilities

  • Support new publisher onboarding and optimization best practices
  • Liaise between US Customer Success, Product and Marketplace teams to track & optimize monetization for the US region
  • Gather product feedback around monetization improvement areas based on the feedback received directly from customers or the Customer Success team
  • 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, 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
  • And when we return to the office, potential day travel to Bay Area client sites for strategic and quarterly business review meetings

Qualifications

  • 2+ years experience with optimizing programmatic campaigns
  • Understanding of programmatic auction dynamics
  • Deep knowledge of ad serving, rich media ads + monetization
  • Knowledge of RTB, PMP, Header Bidding/Wrapper, SDK and various ad formats/ad platforms
  • Knowledge of ad servers + platforms such as InMobi and Google Ad Manager; exposure to DFP or MoPub is a plus
  • Proficiency in Excel with pivot tables + vlookup
  • Experience using complex datasets to track performance trends, identify anomalies and their root causes
  • Experience with web applications, web forms and web server - ideally HTML or JavaScript
  • Experience with debugging tools like Fiddler, Firebug, Charles log or Chrome Inspector

Nice to Have:

  • Experience with MS Access; SQL and other database tools
  • Experience supporting Mobile App, OTT or CTV publishers

Preferred:

  • Pro-active and self-motivated
  • Strong attention to detail and extremely well-organized
  • Good with documentation: you will design + build an optimization playbook for mobile
  • 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 skills

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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