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 currently operates in a ‘work from home’ virtual environment with sporadic opportunities for in-person business and morale events (health guidelines permitting). There will not be any requirement to go into the office on a daily basis moving forward. GumGum is only open to hiring remote candidates who are residents in the following states: AZ, CA, CO, CT, FL, GA, IA, IL, IN, KY, MA, MD, MI, NJ, NV, NY, OH, OR, PA, TN, TX, UT, VA, WA, and MN, however prefers candidates to be located in New York.
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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

What We Offer
At GumGum, competitive base pay is a part of a total rewards package which also includes benefits, an emphasis on recognition, development, and wellness. The reasonable estimated base pay range for this role is from ($69,000 -$84,000) annually. The actual amount may be higher or lower. Individual compensation will vary based on factors including, but not limited to, relevant qualifications, work location, and labor market conditions.
The total rewards package offered also includes an employer-matched 401(k) retirement plan, and depending on the role, participation in a bonus, commission, or stock incentive program. Your recruiter can share more specifics during the hiring process. Learn more about our U.S. benefits perks package at gumgum.com/benefits.