Customer Success Operations Manager, Mobile
Company: Pubmatic
Location: Redwood City
Posted on: March 19, 2023
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Job Description:
Company Description
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.
Job Description
We are immediately hiring a strong Associate to Mid-Level Customer
Success Operations Manager for Mobile App to join our growing team
in Redwood City on a hybrid schedule. (3 days in the office)
The successful candidate will have 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 the Mobile Subject Matter Expert on the
Customer Success team supports mobile app publishers with
world-class customer service and troubleshooting experience in
mobile ad serving.
As PubMatic's products and services evolve, the Customer Success
Operations Manager stays at the forefront of mobile monetization
strategies to ensure that the mobile app publisher onboarding +
optimization best processes are well defined and are implemented
successfully across the Customer Success team.
Responsibilities
* Work as the SME for Mobile app publisher onboarding and
optimization best practice
* Liaise between US Customer Success team, Mobile Product team and
Marketplace monetization team to track & optimize and Mobile
monetization for the US region
* Gather product feedback around Mobile monetization improvement
areas based on the feedback received directly from customers or the
Customer Success team
* 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 (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 customer
* Participate in and contribute to on-site quarterly business
reviews with clients to review technical issues and product support
opportunities
* Day travel to Bay Area client sites for strategic and quarterly
business review meetings
Qualifications
* 1+ years of Android and iOS in-app experience in your most recent
roles
* Demonstrated experience working with mobile SDKs supporting
monetization
* Deep knowledge of in-app ad serving, rich media ads +
optimization
* Knowledge of RTB, PMP, Header Bidding/Wrapper, SDK and various ad
formats/ad platforms
* Knowledge of mobile ad servers + platforms such as InMobi and
Google Ad Manager; exposure to DFP or MoPub is a plus
* Understanding of auction dynamics in a programmatic
environment
* Proficiency in Excel with pivot tables + vlookup
* Experience with MS Access; SQL and other Database tools is a
plus
* Experience using complex datasets to track performance trends,
identify anomalies and their root causes
* Experience with web applications, web forms and web server -
ideally HTML or JavaScript
* Experience with debugging tools like Fiddler, Firebug, Charles
log or Chrome Inspector
* Prior experience with supporting publishers is a plus
Personal Characteristics and Competencies
* Pro-active and self-motivated
* Strong attention to detail and extremely well-organized
* Good with documentation: you will design + build an optimization
playbook for mobile
* 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 spoken English skills
Compensation and Benefits (for CA Residents Only)
Junior to Mid-Level Base Compensation Range: $90,000 - $110,000
In accordance with California law, the above salary range provided
is PubMatic's reasonable estimate of the base salary for this role.
The actual amount may vary, based on non-discriminatory factors
such as experience, knowledge, skills and abilities. In addition to
salary PubMatic also offers a bonus, restricted stock units and a
competitive benefits package.
Additional Information
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. All PubMatic employees in the US and India are required
to be fully vaccinated to return to our offices. Covid-19 boosters
are not required at this point in time.
Benefits : Our benefits package includes the best of what leading
organizations provide such as, paid leave programs, paid holidays,
healthcare, dental and vision insurance, disability and life
insurance, commuter benefits, physical and financial wellness
programs, unlimited DTO in the US (that we actually require you to
use!), reimbursement for mobile and internet expenses and fully
stocked pantries plus in-office catered lunches 3 days per
week.
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.
Keywords: Pubmatic, Redwood City , Customer Success Operations Manager, Mobile, IT / Software / Systems , Redwood City, California
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