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Customer Success Operations Manager


PubMatic / New York / Client Services & Strategy
This job post has now expired. Please see the other PubMatic jobs available.
Job Overview

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

Qualifications

  • Experience with RTB/PMP and ad networks; knowledge of Header Bidding/Wrapper and various ad formats and platforms
  • Proficiency in Excel, preferably Excel Macros, MS Access; knowledge of MS Project, SQL and other Database tools
  • Experience using complex datasets to track performance trends, identify anomalies and their root causes
  • Experience with web applications, web forms and web server ideally with HTML or JavaScript knowledge
  • Experience using debugging tools like Fiddler or Firebug

Personal Characteristics and Competencies

  • Pro-active and self-motivated – you are an important 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

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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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