Customer Success Operations Manager

We are hiring a Customer Success Operations Manager to join our growing Customer Operations team in NYC.

You will support the day-to-day management of publisher clients, demonstrating strong service Analytical and troubleshooting expertise with ad technology.

As PubMatic's products and services evolve, the Operations Manager stays at the forefront of new capabilities to ensure our implementation process is defined, tested with new publishers, and ready for broad adoption.

This role requires the ability to explain technical information to diverse audiences and coordinate with internal teams to deliver on schedule.

The successful candidate demonstrates technical ad operations knowledge with creative thinking and strong communication skills.

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, 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
• Day travel (up to 20%) to local client sites for strategic and quarterly business review meetings