Policy Specialist, gTech Ads Customer Experience (English)

Job description

from Google careers

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 complex technical and measurement solutions along with consultative support for our large 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’ 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.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues interacting directly with Google's advertisers and Sales teams, agencies and 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 cross-functional partner teams to own and continuously improve the journey of all clients across, resolve complex issues and understand customer pain points.
• Share insights and provide expertise to our partner teams to support product and process improvements.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in a technical project management or a customer-facing role.
• 8 years of experience in a project or program management, consulting, or client-facing role.
• Ability to communicate in English fluently to support client relationship management in this region.

Preferred qualifications:

• Experience using Google Ads or other online advertising solutions and the media landscape.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Experience in managing and influencing stakeholders .
• Experience in problem-solving to develop strategic perspectives on customer-focused solutions.
• Experience in technical troubleshooting or customer support with a customer first and empathetic mindset, with the ability to own end-to-end experience and solutions.
• Excellent communication skills.