AdTechTalent
Ad Ops2 months agoHybrid

PubMatic

Customer Success Operations Manager - US

programmaticad-opsSSPHeader BiddingORTBRTBPMPExcelSQLAd ServersGAMAdMobJavaScriptdebuggingcustomer successpublisher monetizationtechnical supporthybrid work

Key details

Salary

Not specified

Employment type

Full-time

Seniority

Mid-level

Years experience

3-5

Location

Gurugram, India

Full job description

PubMatic is hiring a Customer Success Operations Manager to manage mid-market publisher clients on the PubMatic SSP platform. The role involves setting up, troubleshooting, and optimizing accounts, ensuring timely technical integrations, delivering customer support within SLAs, and working with internal teams to implement customized plans. Requires 3-5 years of ad-tech experience in programmatic advertising, SSP monetization, Header Bidding, ORTB, RTB/PMP, and ad networks. Proficiency in Excel and SQL is preferred. Experience with ad servers (GAM, AdMob), web technologies (HTML, JavaScript), and debugging tools is a plus. The role follows a hybrid work schedule with specific shift timings. A bachelor's degree in engineering (CS/IT) or equivalent is required.

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

SSPProgrammatic advertisingHeader BiddingORTB protocolRTBPMPAd NetworksPrebid WrappersExcelExcel MacrosMS AccessMS ProjectSQLAd ServersGAMAdMobHTMLJavaScriptFiddlerCharlesBrowser consoleSalesforceJIRAZendesk

Benefits

Paternity/maternity leaveHealthcare insuranceBroadband reimbursementKitchen with healthy snacks and drinksCatered lunches

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