Customer Success Operations Manager - EMEA

Job Description

Role Overview:As a Customer Success Operations Manager at PubMatic, your role involves providing support in managing publisher clients and ensuring world-class customer service by leveraging your experience and troubleshooting skills in ad technology-related areas. You will play a crucial role in staying updated with PubMatics evolving products and services to ensure smooth implementation processes for new publishers.Key Responsibilities:- Manage account setup and maintain accounts on the PubMatic system.- Ensure timely execution of technical integrations and deliver excellent service during implementation.- Collaborate with internal teams to create customized implementation plans for select clients.- Keep various support systems updated, such as Salesforce, JIRA, Zendesk, etc.- Address escalations for Publisher and Demand clients regarding integration issues, discrepancies, and Brand Safety.- Generate and analyze reports to provide competitive insights for clients.- Collaborate with internal and external stakeholders to maximize returns for end customers.- Provide additional support to in-region EMEA Accounts.Qualifications Required:- Bachelors degree in engineering (CS / IT) or equivalent from a reputable institute or university.- Knowledge of Header Bidding, oRTB protocol, RTB/PMP, and ad Networks.- Experience working with multiple SSPs, Custom Prebid Wrappers, and various ad formats/ad platforms is a plus.- Proficiency in Excel, preferably Excel Macros, MS Access; familiarity with MS Project, SQL, and other Database tools is advantageous.- Ability to utilize complex data sets for tracking performance trends and identifying anomalies.- Exposure to Ad Trafficking using Ad Servers like DFP and AdTech is beneficial.- Familiarity with web applications, web forms, web servers, and basics of HTML or JavaScript.- Understanding of debugging tools such as Fiddler, Firebug, etc.- Shift Timings: 1:00 PM to 9:00 PM (IST).- Pro-active, self-motivated, with strong communication skills to work effectively in a small team.- Logical reasoning, problem-solving abilities, customer service-oriented mindset, structured approach with attention to detail.- Familiarity with GenAI tools for workflow execution and reporting.- Ability to interpret AI-generated insights for optimizing campaign performance.- Skilled in identifying automation opportunities and providing feedback on AI tool usability.- Awareness of AI trends in ad tech and promoting responsible adoption.Additional Company Information:- PubMatic operates on a hybrid work schedule where employees work 3 days in-office and 2 days remotely to enhance collaboration and productivity.- Benefits package includes paternity/maternity leave, healthcare insurance, broadband reimbursement, catered lunches, and more.- PubMatic is a leading digital advertising platform focused on providing transparent advertising solutions to publishers, media buyers, and data owners. Role Overview:As a Customer Success Operations Manager at PubMatic, your role involves providing support in managing publisher clients and ensuring world-class customer service by leveraging your experience and troubleshooting skills in ad technology-related areas. You will play a crucial role in staying updated with PubMatics evolving products and services to ensure smooth implementation processes for new publishers.Key Responsibilities:- Manage account setup and maintain accounts on the PubMatic system.- Ensure timely execution of technical integrations and deliver excellent service during implementation.- Collaborate with internal teams to create customized implementation plans for select clients.- Keep various support systems updated, such as Salesforce, JIRA, Zendesk, etc.- Address escalations for Publisher and Demand clients regarding integration issues, discrepancies, and Brand Safety.- Generate and analyze reports to provide competitive insights for clients.- Collaborate with internal and external stakeholders to maximize returns for end customers.- Provide additional support to in-region EMEA Accounts.Qualifications Required:- Bachelors degree in engineering (CS / IT) or equivalent from a reputable institute or university.- Knowledge of Header Bidding, oRTB protocol, RTB/PMP, and ad Networks.- Experience working with multiple SSPs, Custom Prebid Wrappers, and various ad formats/ad platforms is a plus.- Proficiency in Excel, preferably Excel Macros, MS Access; familiarity with MS Project, SQL, and other Database tools is advantageous.- Ability to utilize complex data sets for tracking performance trends and identifying anomalies.- Exposure to Ad Trafficking using Ad Servers like DFP and AdTech is beneficial.- Familiarity with web applications, web forms, web servers, and basics of HTML or JavaScript.- Understanding of debugging tools such as Fiddler, Firebug, etc.- Shift Timings: 1:00 PM to 9:00 PM (IST).- Pro-active, self-motivated, with strong commun

Keyskills :
ad NetworksExcelExcel MacrosMS AccessMS ProjectSQLAd TraffickingHTMLJavaScriptDebugging toolsHeader BiddingoRTB protocolRTBPMPAd ServersGenAI tools