Solutions Consultant, Google Customer Solutions
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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.
- Ability to work flexible non-standard working hours in line with customer requirements.
Preferred qualifications:
- Experience in account/campaign management roles, technical troubleshooting or customer support.
- Problem solving experience to develop strategic perspectives on customer-focused solutions.
- Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
- Knowledge and experience using Google Ads or other online advertising solutions and the media landscape.
- Experience in managing and influencing stakeholders along with strong communication skills.
- A customer first and empathetic mindset, and ability to own end to end experience and solutions.
About the job
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.
In this role, you'll identify opportunities for enhancing the customer experience.You'll 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'll be the advocate of the customer and advocate their needs by working with 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.
The US base salary range for this full-time position is $110,000-$157,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.
Responsibilities
- Own the end-to-end customer experience for a client portfolio, expertly resolving complex issues to ensure high satisfaction.
- Track key engagement metrics (resolution time, satisfaction), pinpointing areas for enhancement and implementing improvements.
- Collaborate with Google's advertiser, product, engineering, sales, and partner teams, fostering strong relationships for effective problem-solving.
- Leverage deep product knowledge to troubleshoot technical challenges and lead strategic projects that refine products, processes, and policies.
- Analyze data to identify systemic issues, drive improvements across product, technology, operations, policy, and customer understanding, while mentoring partner teams for client success.
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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.
To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.