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Customer Success Operations Manager

Company: PubMatic
Location: New York
Posted on: November 23, 2021

Job Description:

Company Description

PubMatic delivers superior revenue to publishers by being the sell-side platform of choice for agencies and advertisers.

The PubMatic platform empowers independent app developers and publishers to maximize their digital advertising monetization while enabling advertisers to increase 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 14 offices and nine data centers worldwide.

Job Description

We are immediately hiring a Customer Success Operations Manager to join our growing team in New York (when we eventually return to the office). Our CSOM's often come from Advertising Operations or analytical Ad Tech backgrounds.

This key contributor on the Customer Success team supports omnichannel publishers with world-class customer service and troubleshooting experience in mobile ad serving. The role requires the ability to explain technical information to broad audiences and coordinate with internal teams to deliver on schedule.

As PubMatic's products and services evolve, this C SOM stays at the forefront of monetization strategies to ensure that publisher onboarding + optimization best processes are well defined and implemented successfully across the Customer Success team.

The successful candidate will have a unique ability to combine ad operations knowledge, technical and creative thinking with strong communication skills.

Support new publisher onboarding and optimization best practices
Liaise between US Customer Success, Product and Marketplace teams to track & optimize monetization for the US region
Gather product feedback around 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
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
And when we return to the office, potential day travel to Bay Area client sites for strategic and quarterly business review meetings

2+ years experience with optimizing programmatic campaigns
Understanding of programmatic auction dynamics
Deep knowledge of ad serving, rich media ads + monetization
Knowledge of RTB, PMP, Header Bidding/Wrapper, SDK and various ad formats/ad platforms
Knowledge of ad servers + platforms such as InMobi and Google Ad Manager; exposure to DFP or MoPub is a plus
Proficiency in Excel with pivot tables + vlookup
Experience using complex datasets to track performance trends, identify anomalies and their root causes
Experience with web applications, web forms and web server - ideally HTML or JavaScript
Experience with debugging tools like Fiddler, Firebug, Charles log or Chrome Inspector

Nice to Have
Experience with MS Access; SQL and other database tools
Experience supporting Mobile App, OTT or CTV publishers

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

Additional Information

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

Benefits : Our benefits package includes the best of what leading organizations provide, such as stock options, paternity/maternity leave, healthcare, dental and vision insurance, Perkspot and unlimited PTO (that we actually require you to use!). As well, when we're back in the office, we all benefit from a kitchen loaded with healthy snacks and drinks and catered lunches twice a week, and much more!

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.

Keywords: PubMatic, New York , Customer Success Operations Manager, Executive , New York, New York

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