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Publisher Success Manager

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New York, United States GumGum Full time

GumGum is a contextual-first, global digital advertising platform that uses advanced AI  technology to serve captivating creative ads that drive consumer attention, without the use of personal data. At GumGum, we don’t need to know who you are to deliver relevant and engaging ads that align with your active frame of mind. We believe that a digital advertising industry based on context rather than personal data builds a more equitable and less invasive future for the internet and is better for consumers, publishers and advertisers alike. Our blueprint for the future, The Mindset Matrix™, combines the power of context and creative in digital advertising to deliver superior attention and drive consumer action without sacrificing personal data. 

To be a part of this next phase of digital advertising that prioritizes data privacy, please visit www.gumgum.com/careers

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.

#li-remote

What You'll Achieve

  • Manage Tier 1 and Tier 2 publisher partnerships, including top websites.
  • Provide day-to-day support for publisher partners in Zendesk, including onboarding, resolving issues, and answering questions within SLAs.
  • Escalate technical issues to Solutions Engineers and manage partner communications.
  • Track and report support request trends.
  • Develop processes to improve FAQs and meet turnaround times.
  • Monitor daily reporting to identify trends and issues.
  • Identify and present growth opportunities to partners for new revenue via upsells.
  • Support publisher onboarding with the solutions engineering and partner management teams.

Skills You'll Bring

  • BA/BS degree in Business (Advertising/Marketing) or equivalent experience.
  • 1+ years in digital media/ad tech, with network, exchange, or SSP experience.
  • Account management experience in ad tech, creating client solutions.
  • Proficient in JIRA, Zendesk, Google products, and ticketing systems.
  • Ability to analyze data for trends.
  • Familiarity with the media industry, digital advertising, and ad tech.
  • Strong multitasking and prioritization skills.
  • Clear verbal and written communication, with customer-facing experience.
  • Critical thinking and problem-solving skills.
  • Ability to articulate complex problems to relevant 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.

Awards

  • Shortlisted for Marketing Technology Company of the Year for the 2023 Mumbrella Awards
  • 2024 Winner of 7 BuiltIn Awards on a national, regional, and remote scale - including Remote Best Places to Work at #25 and Best Midsize Places to Work in Los Angeles, CA at #9
  • Ad Exchanger Programmatic Power Player 2022 and 2021
  • CTO  Hero Award of OTT.X 2023
  • Digiday Media Awards Europe finalist 2022 and 2021
  • Finalist for the 2023 AdExchanger Awards Best Video Technology For Media Suppliers
  • Gold Award at the IAB Mixx Awards in Belgium in the “Best Use of Advertising Technology” category
  • The Drum Award Digital Advertising: Game-changing Technology for Domino's case study

GumGum is proud to be an equal opportunity employer. At GumGum, we believe in cultivating an environment where our team members can bring their authentic, whole selves to work. Encouraging identity and belonging is one of the many aspects of our culture that makes us stronger as an organization and drives innovation. We are committed to building and delivering a diverse, inclusive, and equitable workforce that is representative of the world around us, where all individuals are treated with respect and dignity - and to act swiftly if this value is ever threatened. We are constantly striving to be better, and we continue to take strategic steps to advance representation. - Phil Schraeder, CEO

Learn more about our DEIB programming at gumgum.com/deib

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