Customer Success Operations Manager CTV

Location:  

Gurugram, HR, IN

Department:  Client Operations

Position Description

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 CTV/OTT 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 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.

Requirements:

Qualifications

• In-depth knowledge of CTV/OTT platforms, video streaming technologies
• The ideal candidate should have 2+ years of CTV/OTT 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. 
• Shift Timings - 12:00 Noon to 5:00 pm from office and 9:00 pm to 21:00 Mid-night(IST) from home.
• BA/BS/BE degree

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.

Competencies

We Celebrate TeamworkWe are Biased Towards ActionWe Use Data to Solve ProblemsWe are Leaders and InnovatorsWe put the Customer First