Job Description

Customer Success Operations Manager, Mid Market

Responsibilities: 

• Manage publisher account setup and maintain Mid-Market accounts on the PubMatic system. 
• Ensure on-time execution of technical integrations and deliver service excellence during implementation. 
• Deliver excellent customer service and support within defined SLAs to publishers via support channels (e.g., Zendesk), including troubleshooting and resolving issues reported by publishers. 
• Proactive in optimizing the publisher accounts and providing timely feedback to the customers to increase the yield. 
• 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, Zendesk 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 customers. 
• Build strong customer relationships to create advocates of PubMatic while identifying upsell opportunities to manage a book of business against assigned revenue targets. 
• This role is to provide support to Mid-Market US regional accounts. 
   

Qualifications

• The ideal candidate should have 4-6 years of ad-tech experience, adequate knowledge in Header Bidding, ORTB protocol, RTB/PMP and ad Networks is a plus. 
• Prior experience of working with SSP’s, Custom Prebid Wrappers and various ad formats/ad platforms is a plus. 
• Operationally minded and able to balance onboarding new customers, supporting existing customers, and optimizing performance.   
• Proficiency in Excel, preferably Excel Macros, MS Access, 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 GAM and AdMob is a plus. 
• Experience with web applications, web forms and web server ideally with HTML or JavaScript is a plus. 
• Knowledge of using debugging tools like Fiddler, Charles, and browser console etc.  
• BA/BS degree