Product Solutions Consultant, Commerce, Shopping

Google • Boulder, CO

3h • $114,000 - $164,000

About The Position

The gTech Ads Customer Experience organization is a customer-centric, solution-generating team that helps advertisers and sales teams maximize the value of Google's products. In this role, you will leverage deep product knowledge to provide high-quality customer support and manage end-to-end customer solutioning. Your responsibilities will include managing troubleshooting tasks, utilizing analytical and problem-solving skills to proactively detect and resolve issues. You will also liaise with internal and external stakeholders to communicate customer issues and questions, and identify opportunities to proactively enhance the customer experience. You will work with North America's largest customers, owning their troubleshooting experience from start to finish. You will support LCS teams and customers, demonstrating a passion for delivering and improving excellent customer service. As a product expert focused on troubleshooting, you will enable sales teams to concentrate on client-specific activities. You will be responsible for two-way communication with internal and external stakeholders regarding customer issues and questions, including problem prioritization, analysis, and resolution, with the ultimate goal of achieving high customer satisfaction. Google creates products and services that improve the world, and gTech plays a crucial role in bringing them to life. Our teams of trusted advisors provide global customer support. Our solutions are built on technical expertise, product knowledge, and a deep understanding of our customers' complex needs. Whether it's a custom solution for a unique problem or a scalable new tool, our aim is to ensure customers fully benefit from Google products.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.

Nice To Haves

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• 5 years of experience in a technical project management or a customer-facing role.
• Experience in the online media landscape.
• Experience developing customer-focused solutions including: troubleshooting, finding new processes or product features.

Responsibilities

• Deliver outstanding customer service, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
• Analyze data and insights to identify systemic improvement opportunities; own and execute projects to lead improvements in product, technology, operational process, policy and customer awareness.
• Engage with Google advertisers, product, engineering, policy and sales teams, agencies, and partners to build strong relationships and foster collaborative problem-solving.
• Share insights and provide recommendations to our partner teams to advocate product and process improvements. Partner with our Sales, Agency, and other cross-functional partners to own and continuously improve the journey.
• Drive team culture and success among a globally dispersed team. Demonstrate mentorship and leadership across the team. Act as a primary point of contact for product-related inquiries, demonstrating a deep understanding of product functionalities.

Benefits

• 15% bonus target
• equity
• benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level