Customer Success Operations Manager - US

What you'll do

• Setup, manage, troubleshoot and optimize US Mid-Market accounts on the PubMatic SSP Platform
• Ensure on-time execution of technical integrations and deliver service excellence during implementation
• Deliver excellent customer service and support within defined SLAs via support channels including troubleshooting and resolving publisher issues
• Proactively optimize publisher accounts and provide timely feedback to increase yield
• Work with internal teams (sales, marketing, business development, product management, engineering) to deliver customized implementation plans
• Keep multiple support systems updated (Salesforce, JIRA, Zendesk)
• Respond to escalations for Publisher and Demand clients relating to integration issues, discrepancies, Brand Safety, etc.
• Generate and interpret reporting to yield competitive insights for clients
• Work closely with internal and external customers to ensure higher returns
• Build strong customer relationships to create advocates and identify upsell opportunities
• Support Mid-Market US regional accounts

Requirements

• 3 to 5 years of ad-tech experience in programmatic advertising, SSP publisher monetization, Header Bidding, ORTB protocol, RTB/PMP and Ad Networks
• Experience working with SSPs, Custom Prebid Wrappers and various ad formats/ad platforms is a plus
• Operationally minded with ability 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 root causes
• Ad trafficking exposure using Ad Servers such as GAM and AdMob is a plus
• Experience with web applications, web forms, and web servers, ideally with HTML or JavaScript, is a plus
• Knowledge of debugging tools like Fiddler, Charles, and browser console
• Bachelor’s degree in engineering (CS / IT) or equivalent from a well-known institute/university
• Ability to collaborate with global teams, especially US-based counterparts
• Shift timings: 12:00 Noon to 5:00 PM from office and 9:00 PM to 12:00 Midnight (IST) from home

Tech stack

Benefits