Customer Success Operations Manager, CTV (12 month FTC)

Location:

London, ENG, GB

Department: Client Operations

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.

Customer Success Operations Manager, CTV (12 month FTC)

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 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 tier 1 CTV accounts on the PubMatic platform
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, including troubleshooting and resolving issues reported by publishers
Work with internal teams to deliver customized implementation plans to select clients
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
Build strong customer relationships to create advocates of PubMatic while identifying upsell opportunities to manage a book of business against assigned revenue targets

Requirements:

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
Proficiency in Excel
Experience using complex datasets to track performance trends, identify anomalies and their root causes
Ad Trafficking exposure using Ad Servers such as GAM, Springserve, Publica & Freewheel
Experience with web applications, web forms and web server ideally with HTML or JavaScript
Knowledge of using debugging tools like Fiddler, Charles, and browser console etc
An analytical mindset; customer service-oriented attitude; team player; great organisational skills
Excellent written and verbal communication skills, a positive attitude, and interpersonal skills

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: life insurance, private medical insurance, pension scheme, maternity & paternity leave, sick leave. 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.