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Company Description

PubMatic is a digital advertising technology company for premium content creators. The PubMatic platform empowers independent app developers & publishers to control & maximize their digital advertising businesses. PubMatic's publisher-first approach enables advertisers to maximize ROI by reaching & engaging their target audiences in brand-safe, premium environments across ad formats & devices.

Since 2006, PubMatic has created an efficient, global infrastructure & remains at the forefront of programmatic innovation. Headquartered in Redwood City, California, PubMatic operates 13 offices & nine data centers worldwide

Job Description

PubMatic is hiring a Customer Success Operations Manager, SEA to join our growing team in Singapore & supporting our publishers across southeast Asia. The successful candidate will possess a unique ability to combine ad operations knowledge, technical & creative thinking with strong communication skills.This role requires the ability to clearly explain technical information to broad audiences & coordinate with internal teams to deliver on schedule.

As part of the Customer Success team, your role as a Customer Success Operations Manager is to provide support in the day-to-day management of publisher clients, including optimising their programmatic advertising revenue, provide troubleshooting expertise & deliver world-class customer service. As PubMatic's products & services evolve, the CustomerSuccess Operations Manager must stay at the forefront of new capabilities to ensure that the implementation process is defined, tested with new publishers & ready for broad adoption.

Responsibilities:

  • Manage publisher account setup & maintain accounts on the PubMatic system
  • Liaise between Customer Success team, Solutions Engineering & Marketplace monetization team to track & optimize the monetization of clients
  • Ensure on-time execution of technical integrations & deliver service excellence during implementation
  • Work with internal teams, including sales, marketing, business development, product management & engineering to deliver customized implementation plans to select clients
  • Keeping multiple support systems updated (e.g. Salesforce, JIRA etc)
  • Actively respond to escalations for Publisher clients relating to integration issues, discrepancies, Brand Safety etc.
  • Generate & interpret reporting that will yield competitive insights for our clients
  • Work closely with internal & external customers to ensure higher returns for end customer
  • Participate in & contribute to on-site quarterly business reviews with clients to review technical issues & product support opportunities
  • Travel (up to 20%) to client sites for strategic & quarterly business review meetings

Qualifications
  • 3+ years of experience in the ad operations or similar role managing top tier accounts/publishers in southeast Asia
  • Deep knowledge of programmatic advertising both on open exchange & PMP
  • Knowledge of supply side ad server / platform such as Google Ad Manager
  • Knowledge of Header Bidding/Wrapper & various ad formats/ad platforms
  • Experience using complex datasets to track performance trends, identify anomalies & their root causes
  • Proficiency in Excel with pivot tables + vlookup
  • Experience using complex datasets to track performance trends, identify anomalies & their root causes
  • Experience troubleshooting HTML or JavaScript codes on the website & find root causes of the issue.
  • Knowledge to use debugging tools like console debugging, Fiddler, Firebug etc.

Additional skills as a plus

  • Prior experience with supporting publishers
  • Demonstrated experience working with different type of programmatic integrations such as oRTB & SDK integration
  • Knowledge of SQL & other Database tools is a plus
  • Deep knowledge of rich media ads, video ad formats & implementation

Additional Information

Personal Characteristics & Competencies

  • Pro-active & self-motivated
  • Strong attention to detail & extremely well-organized
  • Good with documentation: you will design + build an optimization playbook for mobile
  • Logical reasoning ability, problem-solving & analytical mindset
  • Customer service-oriented attitude
  • Organized & structured approach to tasks with an eye for detail
  • Excellent written & spoken English skills. Spoken Bahasa, Thai or Vietnamese is a plus.
 
 
 
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