Policy Solutions Consultant, gTech Ads, Titanium and Gold
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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.
- Experience in either system design or reading code (e.g., Java, C++,
Python, etc.).
Preferred qualifications:
- MBA or advanced degree in a Management, Business, or a related field.
- 3 years of experience managing projects and working with analytics or SQL.
- 3 years of experience in a client-facing role.
- 3 years of experience in operations management (i.e. process improvement, operational reviews, optimizing workflows, etc.).
- Knowledge and background in policy customer support.
About the job
The gTech Ads Customer Support organization provides high quality customer experience to advertisers and sales teams. This support consists of resolving sensitive and complex issues across Google Ads products (e.g., Search, Apps, Video, DV3, M&A, Policy, Billing).
The Titanium and Gold Large Customer Sales (LCS) Support Team (within gTech Ads Customer Support) is a solution-oriented team that helps the most critical sales teams and Titanium and Gold-segment LCS advertisers. These solutions are often tailored for the top advertisers, and improve not just the results of an advertiser’s troubleshooting issue, but the experience.
In addition to troubleshooting on the customer side, we work with Sales, Go-To-Market (GTM), vendors and Scaled Delivery Management (SDM), and Engineering teams within Google to develop better tools and services to enhance our products based on the evolving needs of our customers.
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, troubleshoot and resolve issues with Google's advertisers and Sales teams, agencies and partners.
- Apply deep product expertise, solve complex technical customer issues and escalations and carry out strategic projects.
- Improve product feature offerings by providing partner feedback to internal cross-functional teams, including Product Management, Engineering and Business Solutions teams.
- Analyze data and insights to create action plans to solve issues at the root cause for top customers focus on knowledge management, operational improvements, account reviews and product adoption.
- Partner with the Sales and other cross-functional partner teams (as applicable) to own and continuously improve the journey of all clients across, resolve complex issues and understand customer pain points.
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