Experienced Customer Success Operations Manager for EMEA Region – Delivering Exceptional Client Service and Technical Expertise in Ad Technology

Welcome to blithequark

At blithequark, we are passionate about empowering our clients to succeed in the ever-evolving digital landscape. As a leader in the industry, we offer innovative solutions that drive business growth and foster meaningful connections between publishers, media buyers, and consumers. Our commitment to excellence, transparency, and customer satisfaction has earned us a reputation as a trusted partner in the digital advertising ecosystem.

About the Role

As a Customer Success Operations Manager at blithequark, you will play a vital role in delivering world-class customer service to our publisher clients across the EMEA region. With your expertise in ad technology and troubleshooting, you will provide day-to-day management support, ensuring seamless technical integrations and exceptional implementation experiences. As our products and services continue to evolve, you will stay at the forefront of new capabilities, defining and testing implementation processes to drive broad adoption and success.

Key Responsibilities

• Manage account setup and maintenance on the blithequark system, ensuring accuracy and efficiency.
• Deliver service excellence during implementation, ensuring on-time execution of technical integrations and customized plans for select clients.
• Collaborate with internal teams, including sales, marketing, business development, product management, and engineering, to drive client success and growth.
• Maintain multiple support systems, including Salesforce, JIRA, Zendesk, and other tools, to ensure seamless communication and issue resolution.
• Respond to escalations from publisher and demand clients, addressing integration issues, discrepancies, brand safety concerns, and other technical queries.
• Generate and interpret reporting to yield competitive insights for our clients, driving data-informed decision-making and business growth.
• Work closely with internal and external customers to ensure higher returns for the end customer, fostering long-term relationships and partnerships.
• Provide additional support to in-region EMEA accounts, ensuring regional success and growth.

Essential Qualifications

To succeed in this role, you should have:

• Knowledge of ad technology, including Header Bidding, oRTB protocol, RTB/PMP, and ad networks.
• Prior experience working with multiple SSPs, Custom Prebid Wrappers, and various ad formats/ad platforms.
• Proficiency in Excel, preferably with Excel Macros, MS Access, and knowledge of MS Project, SQL, and other database tools.
• Experience using complex data sets to track performance trends, identify anomalies, and root causes.
• Ad Trafficking exposure using Ad Servers such as DFP and AdTech.
• Experience with web applications, web forms, and web servers, ideally with HTML or JavaScript knowledge.
• Understanding of debugging tools like Fiddler, Firebug, etc.
• A Bachelor’s degree in engineering (CS / IT) or equivalent degree from a well-known institute/university.

Preferred Qualifications

While not essential, the following skills and experiences are highly desirable:

• Pro-active and self-motivated, with fluent communication skills and a customer service-oriented attitude.
• Logical reasoning ability, problem-solving, and analytical mindset, with an organized and structured approach to tasks and an eye for detail.
• Experience working in a fast-paced, dynamic environment, with a ability to adapt to changing priorities and deadlines.

Skills and Competencies

To excel in this role, you should possess:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
• Strong technical skills, with the ability to troubleshoot and resolve complex technical issues.
• Data analysis and interpretation skills, with the ability to drive insights and inform business decisions.
• Project management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines.
• A customer-centric approach, with a focus on delivering exceptional service and driving client success.

Career Growth 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:

• Comprehensive training and onboarding programs, ensuring you have the skills and knowledge to succeed in your role.
• Ongoing professional development opportunities, including workshops, webinars, and conferences, to stay up-to-date with industry trends and best practices.
• Mentorship and coaching from experienced professionals, providing guidance and support to help you achieve your career goals.
• Opportunities for career advancement, with a clear path for progression and growth within the company.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and inclusive work environment. As an employee, you can expect:

• A hybrid work schedule, with a mix of in-office and remote work, to promote collaboration, innovation, and productivity.
• A kitchen loaded with healthy snacks and drinks, and catered lunches, to fuel your creativity and energy.
• A diverse and inclusive workplace, where everyone is valued and respected, and where we celebrate our differences and promote equality.
• A range of social and networking events, to help you build relationships with your colleagues and stay connected with the industry.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including:

• A salary that reflects your skills and experience, with opportunities for growth and development.
• A range of benefits, including paternity/maternity leave, healthcare insurance, and broadband reimbursement, to support your well-being and work-life balance.
• A flexible and supportive work environment, with a focus on employee satisfaction and happiness.
• Opportunities for professional development and growth, with a clear path for progression and advancement.

Conclusion

If you are a motivated and experienced professional, with a passion for ad technology and customer success, we encourage you to apply for this exciting opportunity. As a Customer Success Operations Manager at blithequark, you will have the chance to make a real impact on our clients' businesses, while developing your skills and advancing your career. Join our dynamic and inclusive team, and be part of a company that is shaping the future of digital advertising. Apply now to take the first step towards an exciting and rewarding career with blithequark!