Apps Solutions Consultant, gTech Ads Platinum Customer Support

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 2 years of experience in a project/program management, consulting, or client-facing role.

Preferred qualifications:

• Experience using Google Ads or other online advertising solutions and the media landscape.
• Experience in account/campaign management roles, technical troubleshooting or customer support.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Experience in developing strategic perspectives on customer-focused solutions.
• Ability to work well in different environments with people from all backgrounds, solve problems and think critically.
• Excellent communication and stakeholder management skills.

About the job

The gTech Ads Customer Support organization provides high quality customer experience to our Advertisers and Sales teams. This support consists of resolving sensitive and complex issues across Google Ads products (e.g., Search, Apps, Video, DV3, Mergers and Acquisitions (M&A), Policy, Billing).

The Platinum Support team within gTech Ads Customer Support is a solution-oriented team that helps our most critical Sales teams and platinum-segment advertisers. These solutions are often white-glove 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 interacting directly with Google's advertisers and Sales teams, agencies and partners.
• Leverage policy expertise and strong investigative acumen to identify creative solution sets.
• Partner with cross-functional stakeholders across Trust and Safety, Ads Safety, Policy GTM, and gTech Product and Tools Operations (gPTO) to prioritize and resolve to unblock Business.
• Build relationships with sales stakeholders through policy immersions.
• Analyze data and insights to create action plans to solve issues at the root cause for our customers focusing on knowledge management, operational improvements, account reviews and product adoption.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.