The Publisher Success Manager is the dedicated day-to-day contact for a subset of premium publisher partners and GumGum’s longtail support publishers utilizing Zendesk support system.  Reporting to the Sr. Director, Publisher Success, this role is the backbone of GumGum’s greater partner network and plays an essential role in retaining existing partners and deploying growth initiatives at scale.

The Publisher Success Manager is a multi-functional role that supports existing accounts while proactively unlocking opportunities for expansion.

The Publisher Success Manager possesses a passion for customer success and strives to become an expert in the Ad Tech industry while helping to automate our inbound partner support cue.

Note: GumGum fosters a flexible work environment, offering GumGummers the ability to work either in-office or remotely/from home. However, for occasional in-person collaboration, we kindly ask that this position be located within a ‘commutable’ distance to our office.

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What You’ll Achieve

  • Manages Tier 1 and Tier 2 publisher partnerships, including some of the world’s biggest and well-known websites.
  • Manages day-to-day publisher partner support in Zendesk, including new partner onboarding, resolving account issues, and answering questions within our standard SLAs.
  • Escalates inbound technical issues to Solutions Engineers as needed while managing external partner communications & expectations.
  • Tracks inbound support requests to identify trends and reports findings upstream.
  • Develops operational processes that help to improve inbound FAQ while delivering on established turnaround times.
  • Monitors daily reporting to identify trends or uncover possible issues
  • Proactively identifies partner growth opportunities and presents them externally to help drive new revenue via upsells.
  • Fully supports publisher onboarding implementations – working closely with GumGum’s solutions engineering and partner management teams.

Skills You’ll Bring

  • BA/BS degree in Business (Advertising/Marketing) or similar experience
  • 1+ years experience in digital media/ad tech, with exposure to a network, exchange, or SSP environment
  • Experience in an account management role within ad tech creating solutions on behalf of clients.
  • Able to manage within JIRA, Zendesk, Google products, and ticketing systems.
  • Ability to analyze data to spot trends
  • Familiarity with the media industry, digital advertising, the lumascape and ad tech
  • Ability to multitask and prioritize
  • Clear communicator (verbal & email) with experience in a customer facing role
  • Ability to think critically and view issues from different perspectives
  • Ability to breakdown complex problems and appropriately articulate them to the necessary parties
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