Product Support Consultant, Policy

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing technical and measurement solutions along with consultative support for our customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner. Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and sales teams, agencies and partners.
• Manage critical customer success moments for the region by handling escalations and priority issues.
• Leverage deep product expertise and problem-solving acumen to identify creative solution sets.
• Analyze data and insights to create action plans to solve issues at the root cause for top customers focusing on knowledge management, operational improvements, account reviews and product adoption.
• Drive team culture and success among a globally dispersed team, demonstrating mentorship and leadership across the team.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Experience with project, program management and working across cross-functional teams .
• Experience working with Google Ads.

Preferred qualifications:

• Master’s degree in Business, Statistics, Economics, or a related field.
• 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
• Experience with creative problem-solving using quantitative and qualitative data to generate insights; deliver solutions.
• Excellent problem-solving, written and verbal communication skills.