Senior Product Support Consultant, gTech
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a project/program management, consulting, or client facing role.
Preferred qualifications:
- Experience in account/campaign management roles, technical troubleshooting or customer support, supported by strong communication skills and stakeholder management skills.
- Knowledge and experience using Google Ads or other online advertising solutions and the media landscape.
- A customer first and empathetic mindset, and ability to own end to end experience and solutions.
- Problem solving experience to develop strategic perspectives on customer-focused solutions.
- Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
- Demonstrated ability to work well in a diverse environment with people from all backgrounds, solve problems and think critically.
About the job
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’ complex 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 interacting directly with Google's advertisers (if required) and Sales teams, agencies & partners.
- Apply deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects.
- Analyze data and insights to create action plans to solve issues at the root cause for our top customers focusing on knowledge management, operational improvements, account reviews and product adoption.
- Partner with our Sales and other xfn partner teams (as applicable) to own and continuously improve the journey of all clients across, resolve complex issues & understand customer pain points. Share insights & provide expertise to our partner teams to support product and process improvements.
- Drive inclusive team culture and success among a globally dispersed team. Demonstrate mentorship and leadership across the team.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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