Team Lead, Customer Success 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.
About The Job
PubMatic is hiring Team Lead, Customer Success Operations to join our growing team in New Delhi.
The Customer Success (CS) team are the primary owners of PubMatic’s global publisher base. As Team Lead, CS in the MidMarket org, you will oversee a team of Customer Success Operations Managers (CSOMs) supporting MidMarket accounts for the US region.
We are looking for a highly motivated and experienced team contributor to manage and help build a team that supports the US medium to long-tail publisher business. You will support your team as they manage omnichannel supply (desktop, video, mobile, CTV), foster and develop partnerships with publishers, optimize account performance, run data analysis and technical troubleshooting.
To achieve this, you will need to understand our core business strategy and be able to execute the tactics required, as well as having a deep understanding of PubMatic’s product offerings and market forces to guide and support your team.
This role reports to the Associate Director, Customer Success Operations.
Responsibilities:

• Commercially responsible for a portfolio of high-spend and high-potential publishers by thoroughly understanding growth drivers, identifying opportunities for growth, managing risks and creating multi-quarter plans for achievement.
• Manage a team of customer success operations managers (CSOM), conducting weekly 1 to 1 meeting, providing coaching and mentorship to support their ongoing development.
• Develop a culture of collaboration and accountability across the team.
• Collaborate with Publisher Development team and Product Commercial Leads to find additional opportunities and assist in upselling.

• Work closely with the Advertiser Solutions and Tech Ops teams to create win-win solutions for both the demand and supply side.
• Oversee Salesforce hygiene and reporting of team’s publisher accounts, customer data, Opportunity pipeline, Case workflow, and publisher performance & revenue data.
• Identify product enhancement opportunities and liaison with Product Managers to strengthen and innovate PubMatic’s Product offering.
• Ensure operational excellence as primary technical escalation point for team, including new publisher onboarding of header bidding integrations, performance optimization, and technical troubleshooting.
• Coach peers proactively in the organization to create skill lift that drives client growth and contributes to overall team success.
• Generate business plans by collaborating with specialists, Engineers and Product teams and defining business goals, key strategies and success metrics.
  

Requirements:

• Graduate/post graduate with relevant experience required.
• 8+ years of related experience with 3+ years’ experience in people manager role.
• Experience managing and helping them in day-to-day activity.
• Must be comfortable working closely with customers, senior executives, and Product management.

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  Strong time management abilities.
• Strong understanding of the Digital Advertising Industry.
• Excellent interpersonal skills with an emphasis on teamwork, ownership, initiative, and integrity.
• Preferred knowledge in areas like Header bidding, Amazon TAM, GAM, AdMob and Video.
• Should have experience in supporting global customers (US, EMEA and APAC).
• Required strong analytical skills.
• Ability to work flexibly working hours that overlaps with US based customers.
• Shift Timings - 1:00 pm to 12:00 am(IST).
  

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.