Job Description

Company Description

PubMatic (Nasdaq: PUBM) is an independent technology company maximizing customer value by delivering digital advertising\'s supply chain of the future. PubMatic\'s sell-side platform empowers the world\'s leading digital content creators across the open internet to control access to their inventory and increase monetization by enabling marketers to drive return on investment and reach addressable audiences across ad formats and devices. Since 2006, our infrastructure-driven approach has allowed for the efficient processing and utilization of data in real time. By delivering scalable and flexible programmatic innovation, we improve outcomes for our customers while championing a vibrant and transparent digital advertising supply chain.



Your role as a Customer Success Operations Manager is to provide support in the day-to-day management of publisher clients delivering world-class customer service with your experience with trouble-shooting in ad technology-related areas. You will be working closely with the Customer Success Manager to setup, integrate and optimize publisher integrations to drive incremental platform revenue. A successful candidate will possess a unique ability to combine ad operations knowledge, technical and creative thinking with strong communication skills with a high degree of attention to details. This role requires the ability to explain technical information to broad audiences and coordinate with internal teams to deliver the result. As PubMatic\'s products and services evolve, the Client Success Operations Manager must stay at the forefront of new capabilities to ensure that the implementation process is defined, tested and optimized with new publishers, and are ready for broad adoption.

Responsibilities:

• Manage account setup and maintain accounts on the PubMatic system
• \xe2\x80\xa2Ensure 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, including troubleshooting and resolving issues reported by publishers \xe2\x80\xa2 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 \xe2\x80\xa2 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 customers
• Build strong customer relationships to create advocates of PubMatic and collaborate with Customer Success Manager to identify upsell opportunities to manage a book of business against assigned revenue targets.
• Participate in and contribute to on-site quarterly business reviews with clients to review technical issues and product upsell opportunities
• This role is to provide support to strategic accounts for Southeast Asia and Korea

Qualifications

• Ideal candidate should have 3-6 years of ad-tech experience, adequate knowledge in ad-serving and in-app meditation, Header Bidding, ORTB protocol, RTB/PMP, Rich Media Ads and Ad Networks
• Demonstrated experience working with mobile SDKs supporting monetization and Ad Trafficking exposure using Ad Servers such as GAM and Max a plus
• Proficiency in Excel, preferably Excel Macros, knowledge of SQL and other Database tools is a plus
• Experience using complex datasets to track performance trends, identify anomalies and their root causes
• Experience with web applications, web forms and web server ideally with HTML or JavaScript knowledge
• Knowledge to use debugging tools like Fiddler, Firebug etc
• Understanding of auction dynamics in a programmatic environment
• Prior experience of working with SSPs, Mobile Publishers (with Android/iOS in-app) or Ad Networks is a plus
• We\'re also open to Media Agency professionals who has good programmatic experience Personal Characteristics and Competencies
• Pro-active and self-motivated as will be a part of a small team
• Ability to collaborate with regional team members
• Strong attention to details and well-organized
• Logical reasoning ability, Problem solving and analytical mindset, Customer service-oriented attitude, Organized and structured approach to tasks with an eye for detail
• Fluency in English and any language from SEA is a plus as this role will support a majority of SEA based publishers

Additional Information

All your information will be kept confidential according to EEO guidelines.

Return to Office: PubMatic employees around the world have returned to our offices via a hybrid work schedule (3 days \xe2\x80\x9cin office\xe2\x80\x9d and 2 days \xe2\x80\x9cworking remotely\xe2\x80\x9d) that is intended to maximize collaboration, innovation, and productivity among teams and across functions.

Our benefits package includes the best of what leading organizations provide such as:

• RSU grants,
• Learning & Development Budget
• Mobile & Internet Allowance
• Work Anniversary Bonus
• Office catered lunch - once a week
• Insurance

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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PubMatic