Customer Success Operations Manager - US

PubMatic is adding a new Customer Success Operations Manager to our growing team! In this role, you 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.

What You'll Do

• 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., Ticketing tool), 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.

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