Customer Success Operations Manager, Mid Market Job Vacancy in PubMatic New Delhi, Delhi – Updated today

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Full Details :
Company Name : PubMatic
Location : New Delhi, Delhi
Position :

Job Description : Company Description
PubMatic delivers superior revenue to publishers by being an SSP of choice for agencies and advertisers. PubMatic’s cloud infrastructure platform for digital advertising empowers app developers and publishers to increase monetization while enabling media buyers to drive return on investment by reaching and engaging their target audiences in brand-safe, premium environments across ad formats and devices. Since 2006, PubMatic has been expanding its owned and operated global infrastructure and continues to cultivate programmatic innovation. With a globally distributed workforce and no corporate headquarters, PubMatic operates 16 offices and eight data centers across North America, Europe, and Asia Pacific.

Job Description
The 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 Customer Success Operations Manager is to provide support in the day-to-day management of mid-market publisher clients delivering world-class customer service with your experience with troubleshooting in ad technology-related areas. As PubMatic’s products and services evolve, the Customer Success Operations Manager must stay at the forefront of new capabilities to ensure that the implementation process is defined, tested with new publishers, and are ready for broad adoption.
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.
Personal Characteristics and Competencies:
Proactive and self-motivated as will be a part of a small team
Ability to collaborate with team members globally, especially US-based counterparts.
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 verbal communication skills, a positive attitude, and interpersonal skills.
Pro-active, quick learner, good team player, able to adapt, and operative effectively in a fast-paced, highly demanding, continually evolving environment.
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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.
Benefits: Our benefits package includes the best of what leading organizations provide, such as stock options, paternity/maternity leave, healthcare insurance, broadband reimbursement. As well, when we’re back in the office, we all benefit from a kitchen loaded with healthy snacks and drinks and catered lunches 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.

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