Customer Success Operations Manager, Mobile App Job in Pubmatic

• Manage account setup and maintain Mobile App Mid-Market accounts on the PubMatic system
• Ensure on-time execution of technical integrations and provide consultative service throughout implementation
• Deliver excellent customer service and support to publishers within defined SLAs via support channels (e.g. Zendesk), including troubleshooting and resolving issues reported by publishers
• Work with internal teams, including sales, marketing, business development, product management and engineering to deliver customized implementation plans
• 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
• Keeping multiple support systems updated (e.g. Salesforce, JIRA, etc.)

• 2-3 years of experience working regarding RTB/PMP and other forms of programmatic ad tech; knowledge of Header Bidding/Wrapper and various ad formats/ad platforms is a plus
• At least 1 year of mobile app experience preferred
• Operationally minded as well as customer centric to balance onboarding new customers, supporting existing customers, and optimizing performance
• Proficiency in Excel, preferably Excel Macros, MS Access; knowledge of 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 Google Ad Manager a plus
• Experience with web applications, web forms and web server ideally with HTML or JavaScript knowledge
• Knowledge to use debugging tools like Fiddler, Firebug 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 spoken English