GumGum
Overview
Publisher Success Manager is the dedicated day-to-day contact for a subset of premium publisher partners and GumGum’s longtail support publishers utilizing the Zendesk support system. Reporting to the Sr. Director & Head of Publisher Strategy in North America, this role serves as the backbone of GumGum's broader partner network, playing a crucial role in retaining existing partners and deploying growth initiatives at scale. The Publisher Success Manager is a multifunctional role that supports existing accounts while proactively identifying and unlocking expansion opportunities. The ideal candidate has a passion for customer success and strives to become an expert in the Ad Tech industry while helping to automate our inbound partner support queue. Note: This position offers the opportunity for remote work or work from home as there isn’t a nearby office. GumGum may consider applicants residing in the local area listed in the job description for business needs including client interaction, team interaction, timezone, etc. 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
Education: BA/BS degree in Business (Advertising/Marketing) or similar experience. Experience: 2+ years 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 for clients. Skills: 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 customer-facing experience; ability to think critically and articulate complex problems to necessary parties. What We Offer
At GumGum, competitive base pay is part of a total rewards package which also includes benefits, recognition, development, and wellness. The reasonable estimated base pay range for this role is from $71,000-$87,500. The actual amount may be higher or lower and will vary based on qualifications, location, and labor market conditions. The package also includes an employer-matched 401(k) retirement plan and, depending on the role, participation in a bonus, commission, or stock incentive program. Learn more about our U.S. benefits & perks package at gumgum.com/benefits. GumGum is proud to be an equal opportunity employer. We are committed to building a diverse, inclusive, and equitable workforce where all individuals are treated with respect and dignity. More about GumGum
Follow us on our socials: Instagram, LinkedIn, and other platforms as listed on gumgum.com.
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Publisher Success Manager is the dedicated day-to-day contact for a subset of premium publisher partners and GumGum’s longtail support publishers utilizing the Zendesk support system. Reporting to the Sr. Director & Head of Publisher Strategy in North America, this role serves as the backbone of GumGum's broader partner network, playing a crucial role in retaining existing partners and deploying growth initiatives at scale. The Publisher Success Manager is a multifunctional role that supports existing accounts while proactively identifying and unlocking expansion opportunities. The ideal candidate has a passion for customer success and strives to become an expert in the Ad Tech industry while helping to automate our inbound partner support queue. Note: This position offers the opportunity for remote work or work from home as there isn’t a nearby office. GumGum may consider applicants residing in the local area listed in the job description for business needs including client interaction, team interaction, timezone, etc. 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
Education: BA/BS degree in Business (Advertising/Marketing) or similar experience. Experience: 2+ years 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 for clients. Skills: 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 customer-facing experience; ability to think critically and articulate complex problems to necessary parties. What We Offer
At GumGum, competitive base pay is part of a total rewards package which also includes benefits, recognition, development, and wellness. The reasonable estimated base pay range for this role is from $71,000-$87,500. The actual amount may be higher or lower and will vary based on qualifications, location, and labor market conditions. The package also includes an employer-matched 401(k) retirement plan and, depending on the role, participation in a bonus, commission, or stock incentive program. Learn more about our U.S. benefits & perks package at gumgum.com/benefits. GumGum is proud to be an equal opportunity employer. We are committed to building a diverse, inclusive, and equitable workforce where all individuals are treated with respect and dignity. More about GumGum
Follow us on our socials: Instagram, LinkedIn, and other platforms as listed on gumgum.com.
#J-18808-Ljbffr