Customer Success Operations Manager - EMEA

Department:
Client Operations

About the Role

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 and troubleshooting in ad technology-related areas. As Pub Matic’s products and services evolve, the Client Success Operations Manager must stay at the forefront of new capabilities to ensure that the implementation process is defined, tested with new publishers, and is ready for broad adoption.

What You'll Do

• Manage account setup and maintain accounts on the Pub Matic 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.
• Keep 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.
• Generate and interpret reporting that will yield competitive insights for our clients.
• Work closely with internal and external customers to ensure higher returns for the end customer.
• This role is to provide additional support to in-region EMEA Accounts.

We'd Love for You to Have

• Knowledge regarding Header Bidding, oRTB protocol, RTB/PMP, and ad Networks.
• Prior experience working with multiple SSPs, 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.
• Ad Trafficking exposure using Ad Servers such as DFP and AdTech is a plus.
• Understanding of debugging tools like Fiddler, Firebug, etc.
• Shift Timings - 1:00 PM to 9:00 PM (IST).
• Proactive and self-motivated to be part of a small team with fluent communication skills.
• Logical reasoning ability, problem-solving and analytical mindset, customer service-oriented attitude, organized and structured approach to tasks with an eye for detail.

Qualification:

• Bachelor’s degree in engineering (CS / IT) or equivalent from a well-known institute/university.

Additional Information:

Return to Office:
Pub Matic employees globally have returned to offices via a hybrid schedule (3 days in-office, 2 remote) to maximize collaboration, innovation, and productivity.

Benefits:
Our benefits include paternity/maternity leave, healthcare insurance, broadband reimbursement, healthy snacks, catered lunches, and more!

Diversity and Inclusion:
Pub Matic is proud to be an equal opportunity employer, valuing and promoting diversity without discrimination based on race, religion, gender, age, or disability.

About Pub Matic

Pub Matic is a leading digital advertising platform providing transparent solutions to publishers, media buyers, and data owners, enabling better business outcomes through data-driven decisions.

Founded in 2006, we aim to help content creators run profitable advertising businesses and invest in multi-screen, multi-format content demanded by consumers.