Solutions Consultant III, gTech
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Please submit your resume in English - we can only consider applications submitted in this language.
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 3 years of experience in a client-facing role.
- 3 years of experience in a project/program management or consulting role.
Preferred qualifications:
- Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
- 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
- Problem solving experience to develop strategic perspectives on customer-focused solutions.
- Knowledge and experience using Google Ads or other online advertising solutions and the media landscape.
- Experience in account/campaign management roles, technical troubleshooting or customer support, supported by strong communication and stakeholder management skills.
- A customer first and empathetic mindset, and ability to own end to end experience and solutions.
About the job
gTech’s role is to help bring Google’s products and services to life through our teams of trusted advisors who support customers and partners globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs.
gTech Ads is a customer obsessed, solution-focused team that helps customers maximize the impact of their Digital Marketing strategy leveraging the power of Google’s Ads Platforms. This role offers the unique opportunity to learn about the global digital marketing trends as well as Google’s cutting edge AI enabled ads products and assist customers in maximizing the impact of their Google Ads investment.
As a Product Support Consultant, you will identify opportunities for enhancing the customer experience. This allows you the opportunity to identify systemic issues and work with a group of Google experts across Product, Engineering, Sales and Policy to develop scaled solutions leveraging data, analytics, and AI.
You will have the empowerment to be the advocate of the customer and advocate their needs by working across diverse teams across Google.
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
- Own and drive exceptional customer experiences for a designated portfolio of clients, ensuring resolution of complex issues and high customer satisfaction.
- Monitor and manage key client engagement metrics, identifying and addressing areas for improvement. Engage with Google advertisers, product, engineering, policy/sales teams, agencies, and partners to build strong relationships and foster collaborative problem-solving.
- Prioritize and deliver an outstanding customer experience. Troubleshoot and resolve issues, interacting with Google's advertisers and Sales teams, agencies & partners.
- Apply product expertise solving complex technical customer issues and escalations. Execute strategic projects to enhance product, process and policy.
- Analyze data and insights to identify improvement opportunities; own and execute projects for improvements in product, technology, operational process, policy and customers. Partner with Sales and other teams to own and improve clients journeys; resolve complex issues & understand customer pain points.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
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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