Publisher Success Manager Job at GumGum in City of Rochester

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

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

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