Customer Success Operations Manager

  • 82 Dean St, West End, London W1D 3SP, UK
  • Full-time

Company Description

PubMatic is a publisher-focused sell-side platform for an open digital media future. 

Featuring leading omni-channel revenue automation technology for publishers and enterprise-grade programmatic tools for media buyers, PubMatic's publisher-first approach enables advertisers to access premium inventory at scale. 

Processing over one trillion ad impressions per month, PubMatic has created a global infrastructure to drive publisher monetization and control over their ad inventory. 

Since 2006, PubMatic's focus on data and technology innovation has fueled the rise of the programmatic industry as a whole. Headquartered in Redwood City, California, PubMatic operates 13 offices and nine centers worldwide.

Job Description

Customer Success Operations Manager / Technical Account Manager / AdOps Manager / Advertising Operations Manager

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 is to provide support in the day-to-day management of publisher clients delivering world-class customer service with your experience with trouble-shooting in ad technology-related areas. As PubMatic's products and services evolve, the Client 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 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
  • Travel (up to 20%) to client sites for strategic and quarterly business review meetings

Qualifications

  • Knowledge in regards to RTB/PMP and ad Networks; knowledge of Header Bidding/Wrapper and various ad formats/ad platforms 
  • 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 DFP and AdTech a plus

Will be 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

  • Pro-active and self-motivated as will be a 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 skills, any other European language will be a plus

PubMatic is proud to be an equal opportunity employer; we don’t just value diversity, we promote and celebrate it. 

We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

All your information will be kept confidential according to EEO guidelines.

Additional Information

  • Motivating salary package, base salary, and quarterly bonus 
  • Work-life balance culture - 9am to 5.30pm schedule
  • Vitality membership - life insurance, discount to gym membership, renting a bike
  • Lunch twice a week and a fully stocked kitchen
  • Strong focus on learning and development, well-defined onboarding, access to our e-learning platform, weekly training, budget for training
  • Fully paid sales conference every year in the US with the entire company
  • Quarterly team-building activities, social activities, volunteering opportunities

#LI-RP1