About blithequark and the Industry
blithequark is a pioneering force in the digital advertising landscape, committed to delivering transparent and innovative solutions to publishers, media buyers, commerce companies, and data owners. Our mission is to empower content creators to run more profitable advertising businesses, enabling them to invest in high-quality, multi-screen, and multi-format content that meets the evolving demands of consumers. As a leader in the ad-tech industry, we recognize the importance of combining technical expertise with exceptional customer service to drive better business outcomes.
Introduction to the Role
We are seeking an experienced Customer Success Operations Manager to join our growing team at blithequark. This role is designed for a highly skilled professional who can seamlessly blend ad operations knowledge, technical acumen, and creative thinking with strong communication skills. The ideal candidate will have a proven ability to explain complex technical information to diverse audiences and coordinate effectively with internal teams to deliver results on schedule. As a Customer Success Operations Manager, you will play a critical role in providing day-to-day management support to our mid-market publisher clients, ensuring world-class customer service and troubleshooting expertise in ad technology-related areas.
Key Responsibilities
- Manage publisher account setup and maintain mid-market accounts on the blithequark system, ensuring seamless onboarding and ongoing support.
- Ensure timely execution of technical integrations and deliver service excellence during implementation, meeting defined SLAs and exceeding customer expectations.
- Provide exceptional customer service and support to publishers via various channels, including ticketing tools, troubleshooting, and resolving issues promptly.
- Proactively optimize publisher accounts, offering timely feedback to increase yield and drive revenue growth.
- Collaborate with internal teams, such as sales, marketing, business development, product management, and engineering, to develop customized implementation plans for select clients.
- Maintain accurate and up-to-date records across multiple support systems, including Salesforce, JIRA, Zendesk, and other tools.
- Respond promptly to escalations from both publisher and demand clients, addressing integration issues, discrepancies, brand safety concerns, and other critical matters.
- Generate and interpret reporting to yield competitive insights for clients, informing data-driven decision-making and strategic growth initiatives.
- Build strong relationships with internal and external customers, creating advocates for blithequark while identifying opportunities to upsell and manage a book of business against assigned revenue targets.
- Provide support to mid-market US regional accounts, ensuring tailored solutions and exceptional service that meet the unique needs of these clients.
Essential Qualifications
- Bachelor’s degree in Engineering (CS/IT) or an equivalent degree from a reputable institute/university.
- At least two years of experience in ad-tech, with adequate knowledge of Header Bidding, ORTB protocol, RTB/PMP, and ad networks.
- Prior experience working with SSPs, custom Prebid wrappers, and various ad formats/ad platforms is highly desirable.
- Operationally minded, with the ability to balance onboarding new customers, supporting existing customers, and optimizing performance.
- Proficiency in Excel, preferably with Excel Macros, MS Access, MS Project, SQL, and other database tools.
- Experience using complex datasets to track performance trends, identify anomalies, and determine root causes.
- Ad trafficking exposure using ad servers such as GAM and AdMob is a plus.
- Knowledge of web applications, web forms, and web servers, ideally with HTML or JavaScript, is beneficial.
- Familiarity with debugging tools like Fiddler, Charles, and browser console.
- Proactive and self-motivated, with the ability to collaborate with team members globally, especially US-based counterparts.
Preferred Qualifications
- Experience working with mobile SDKs and ad technology-related areas.
- Strong understanding of the digital advertising ecosystem, including trends, challenges, and opportunities.
- Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.
- Strong analytical and problem-solving skills, with the ability to analyze data, identify insights, and inform strategic decisions.
- Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Customer Success Operations Manager, you will have access to a range of training and development opportunities, including:
- Comprehensive onboarding program to ensure a smooth transition into the role.
- Ongoing training and professional development opportunities to enhance your skills and knowledge.
- Access to industry-leading tools and technologies to stay up-to-date with the latest trends and innovations.
- Opportunities to collaborate with cross-functional teams and contribute to strategic initiatives.
- Performance-based career advancement opportunities, with a clear path for growth and development.
Work Environment and Company Culture
At blithequark, we pride ourselves on our dynamic and inclusive work environment. Our company culture is built on the values of innovation, collaboration, and customer-centricity. As a member of our team, you can expect:
- A hybrid work schedule that balances collaboration and flexibility, with 3 days in the office and 2 days working remotely.
- A kitchen loaded with healthy snacks and drinks, as well as catered lunches and other perks.
- A comprehensive benefits package, including paternity/maternity leave, healthcare insurance, and broadband reimbursement.
- A commitment to diversity and inclusion, with a focus on promoting and celebrating individuality and creativity.
- A range of social and community events, including team-building activities, volunteer opportunities, and industry conferences.
Compensation, Perks, and Benefits
At blithequark, we offer a competitive compensation package that reflects your skills, experience, and contributions to the company. Our perks and benefits include:
- A comprehensive salary and bonus structure, with opportunities for growth and development.
- A range of benefits, including healthcare insurance, paternity/maternity leave, and broadband reimbursement.
- A kitchen loaded with healthy snacks and drinks, as well as catered lunches and other perks.
- A hybrid work schedule that balances collaboration and flexibility, with 3 days in the office and 2 days working remotely.
- Access to industry-leading tools and technologies, as well as ongoing training and professional development opportunities.
Conclusion
If you are a motivated and experienced ad-tech professional looking for a new challenge, we encourage you to apply for the Customer Success Operations Manager role at blithequark. With our commitment to innovation, customer-centricity, and employee growth, we offer a unique and rewarding work environment that will help you achieve your career goals. Join our team and contribute to the success of our clients and the growth of our company.
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