Product Support Consultant, Video, gTech Ads

Google•Boulder, CO

4d•$114,000 - $163,000

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. As a Video Customer Experience Specialist in Platinum, you will possess deep product knowledge, deliver high-quality customer support, and manage end-to-end customer solutioning. Your responsibilities will include troubleshooting tasks, proactively identifying and resolving issues using your problem-solving skills. You will also liaise with internal and external stakeholders to communicate customer issues and questions, and identify opportunities to enhance the customer experience. In this role, you will collaborate with North America’s largest customers, owning their troubleshooting experience and supporting LCS teams and customers with a focus on excellent customer service. You will become a product expert, managing troubleshooting tasks to allow sales teams to focus on client-specific activities. You will be responsible for two-way communication with internal and external stakeholders, including problem prioritization, analysis, and resolution, aiming for high customer satisfaction. You will prioritize and deliver outstanding customer service, troubleshoot and resolve issues for sales teams, Google's advertisers, agencies, and partners. You will co-own the Video Ads support experience for the CG&E Sector, conceptualize and drive initiatives, and engage with cross-functional partners to resolve complex issues. You will drive product and process improvements, provide insights and expertise for business planning, and collaborate with and influence global partners and teams. 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.

Requirements

Bachelor’s degree or equivalent practical experience.
5 years of experience in a technical project management or a customer-facing role.
Experience in the online media landscape.

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 project/program management, consulting, or client-facing role.
Ability to work flexible non-standard working hours in line with customer requirements.

Responsibilities

Prioritize and deliver outstanding customer service, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
Apply deep product expertise solving complex technical customer issues and escalations and carrying out projects.
Analyze data to identify systemic improvement opportunities; own 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.
Partner with our Sales, Agency, and other teams to own and continuously improve the journey, resolve issues and understand pain points.
Share customer insights and provide recommendations to our partner teams to advocate product and process improvements, driving continuous optimization.
Act as a primary point of contact for product-related inquiries, demonstrating an understanding of product functionalities and best practices.