Senior Publisher Account Manager
2 days ago
PubMatic is an independent technology company maximizing customer value by delivering digital advertising's supply chain of the future.
The Senior Customer Success Operations Manager will support the day-to-day management of publisher clients, delivering world-class customer service with experience in troubleshooting ad technology-related areas.
The ideal candidate will possess a unique ability to combine ad operations knowledge and technical and creative thinking with strong communication skills.
Responsibilities:
- Manage account setup and maintain accounts on the PubMatic system
- Ensure on-time execution of technical integrations and deliver service excellence during implementation
- 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 (Salesforce, JIRA etc)
- Actively respond to escalations for both Publisher and Demand clients relating to integration issues, PMPs, 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 customer
- Participate in and contribute to on-site quarterly business reviews with clients to review technical issues and product support opportunities
- Travel (up to 20%) to client sites for strategic and quarterly business review meetings
Requirements:
- Manage account setup and maintain accounts on the PubMatic system
- Ensure on-time execution of technical integrations and deliver service excellence during implementation
- 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 (Salesforce, JIRA etc)
- Actively respond to escalations for both Publisher and Demand clients relating to integration issues, PMPs, 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 customer
- Participate in and contribute to on-site quarterly business reviews with clients to review technical issues and product support opportunities
- Travel (up to 20%) to client sites for strategic and quarterly business review meetings
- Knowledge in regard to RTB/PMP and ad Networks; knowledge of Header Bidding/Wrapper and various ad formats/ad platforms is a plus
- 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, Smart, FreeWheel, Xandr a plus
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