Customer Success Operations Manager

Location:

Gurugram, HR, IN

Department: Strategic Accounts Development

PubMatic (Nasdaq: PUBM) is an independent technology company maximizing customer value by delivering digital advertising’s supply chain of the future.

PubMatic’s sell-side platform empowers the world’s leading digital content creators across the open internet to control access to their inventory and increase monetization by enabling marketers to drive return on investment and reach addressable audiences across ad formats and devices.

Since 2006, our infrastructure-driven approach has allowed for the efficient processing and utilization of data in real time. By delivering scalable and flexible programmatic innovation, we improve outcomes for our customers while championing a vibrant and transparent digital advertising supply chain.

Position Description

Customer Success Operations Manager, APAC (Language Expert: Mandarin)

About the job

The successful candidate will excel by integrating ad operations expertise with both technical and creative problem-solving abilities, paired with strong communication skills in English and Mandarin. This role is critical in meeting our client's goals and objectives, requiring a profound understanding of programmatic advertising as well as fluency in Mandarin, both written and spoken.

As a Customer Success Operations Manager (Mandarin), you will play a pivotal role in ensuring that our clients receive top-tier support and that our internal processes are continuously refined to meet the demands of the market.

Responsibilities:

Key responsibilities include:

Explaining technical information clearly to diverse audiences
Coordinating with internal teams to ensure timely delivery of results
Providing day-to-day management and support of publisher clients
Keeping up to date with PubMatic's evolving products and services
Defining and testing new implementation processes with publishers, ensuring readiness for wide-scale adoption
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. in regional language
Generate and interpret reporting that will yield competitive insights for our clients

Requirements:

Qualification:

Fluent in Mandarin, both written and spoken with language proficiency ideally HSK 4 and above, however, HSK 3 will be considered.
Knowledge regarding mobile mediation platforms and mobile monetization via Ad SDK
Knowledge regarding header bidding, oRTB protocol, RTB/PMP and ad networks
Prior experience of working with multiple SSP’s, custom Prebid wrappers 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 data sets to track performance trends, identify anomalies and their root causes
Experience with web applications, web forms and web server ideally with HTML or JavaScript knowledge
Understanding on debugging tools like Fiddler, Firebug etc.
Personal Characteristics and Competencies
Proactive and self-motivated, thriving in a small team environment
Logical reasoning ability, problem-solving and analytical mindset, customer service-oriented attitude, organized and structured approach to tasks with an eye for detail

Return to Office: PubMatic employees throughout the global have returned to our offices via a hybrid work schedule (3 days “in office” and 2 days “working remotely”) that is intended to maximize collaboration, innovation, and productivity among teams and across functions.

Benefits: Our benefits package includes the best of what leading organizations provide, such as stock options, paternity/maternity leave, healthcare insurance, broadband reimbursement. As well, when we’re back in the office, we all benefit from a kitchen loaded with healthy snacks and drinks and catered lunches and much more!

Diversity and Inclusion: PubMatic is proud to be an equal opportunity employer; we don’t just value diversity, we promote and celebrate it. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.