Customer Success Operations Manager – SEA

  • 5 Shenton Way UIC Building #10-01, Singapore, Singapore
  • Full-time

Company Description

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-first 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

Job Description

PubMatic is hiring a Customer Success Operations Manager, SEA to join our growing team in Singapore and supporting our publishers across southeast Asia.  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 clearly explain technical information to broad audiences and coordinate with internal teams to deliver on schedule.

As part of the Customer Success team, your role as a Customer Success Operations Manager is to provide support in the day-to-day management of publisher clients, including optimising their programmatic advertising revenue, provide troubleshooting expertise and deliver world-class customer service. 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 publisher account setup and maintain accounts on the PubMatic system
  • Liaise between Customer Success team, Solutions Engineering and Marketplace monetization team to track and optimize the monetization of clients
  • 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 Publisher 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
  • Travel (up to 20%) to client sites for strategic and quarterly business review meetings

Qualifications

  • 3+ years of experience in the ad operations or similar role managing top tier accounts/publishers in southeast Asia
  • Deep knowledge of programmatic advertising both on open exchange and PMP
  • Knowledge of supply side ad server / platform such as Google Ad Manager
  • Knowledge of Header Bidding/Wrapper and various ad formats/ad platforms
  • Experience using complex datasets to track performance trends, identify anomalies and their root causes
  • Proficiency in Excel with pivot tables + vlookup
  • Experience using complex datasets to track performance trends, identify anomalies and their root causes
  • Experience troubleshooting HTML or JavaScript codes on the website and find root causes of the issue.
  • Knowledge to use debugging tools like console debugging, Fiddler, Firebug etc.

Additional skills as a plus

  • Prior experience with supporting publishers
  • Demonstrated experience working with different type of programmatic integrations such as oRTB and SDK integration
  • Knowledge of SQL and other Database tools is a plus
  • Deep knowledge of rich media ads, video ad formats and implementation  

Additional Information

 

Personal Characteristics and Competencies

  • 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. Spoken Bahasa, Thai or Vietnamese is a plus.