Customer Success Operations Manager - Mobile&Video

  • Dean St, West End, London, UK
  • Full-time

Company Description

PubMatic is the automation solutions company for an open digital media industry. Featuring the leading omni-channel revenue automation platform for publishers and enterprise-grade programmatic tools for media buyers, PubMatic’s publisher-first approach enables advertisers to access premium inventory at scale. Processing nearly one trillion ad impressions per month, PubMatic has created a global infrastructure to activate meaningful connections between consumers, content and brands. Since 2006, PubMatic’s focus on data and technology innovation has fueled the growth of the programmatic industry as a whole. Headquartered in Redwood City, California, PubMatic operates eleven offices and six data centers worldwide.

Job Description

PubMatic is hiring a Customer Success Operations Manager to join our growing team in London.

Customer Success Operations Manager, Mobile & Video/ AdOps Manager / Advertising Operations Manager

A 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 Subject Matter Expert – Mobile & Video on the Customer Success team is to provide support on the day-to-day management of mobile & video publishers. You will provide world-class customer service with your troubleshooting experience. As PubMatic's products and services evolve, the Subject Matter Expert – Mobile & Video must remain at the forefront of monetization strategies to ensure that publisher onboarding & optimization best processes are well defined and are implemented successfully across the Customer Success team.

Responsibilities:

  • Work as the Subject Matter Expert for Mobile & Video publisher onboarding and optimization best practices
  • Liaise between UK Customer Success team, Product team and Marketplace monetization team to track & optimize monetization for the EMEA region
  • Gather product feedback around mobile & video 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
  • Keep 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

Responsibilities:

  • Work as the Subject Matter Expert for Mobile & Video publisher onboarding and optimization best practices
  • Liaise between UK Customer Success team, Product team and Marketplace monetization team to track & optimize monetization for the EMEA region
  • Gather product feedback around mobile & video 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
  • Keep 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

#LI-MF1

Additional Information

Coronavirus notice: PubMatic is actively working to ensure candidate and employee safety. Currently, all hiring and onboarding processes at PubMatic will be carried out remotely through virtual meetings until further notice.

Diversity and Inclusion: 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.