Product Support Consultant, SA360, gTech Ads, Retail

Google•Boulder, CO

9h•Remote

About The Position

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. As a Product Support Consultant, you will have the unique opportunity to learn about the global digital marketing trends as well as Google’s AI enabled ads products and assist customers in maximizing the impact of their Google Ads investment. In this role, you will have product knowledge, understanding of customer’s digital marketing objectives and identify opportunities for enhancing the customer experience. You will have 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 for the customer and manage their needs by working across teams at Google. You will require the ability to learn technology, especially AI, Google’s Ads products and will require exceptional communication and influencing skills to work collaboratively with internal and external stakeholders. 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.
Experience developing customer-focused solutions including: troubleshooting, finding new processes or product features.

Nice To Haves

Experience in business analysis to conduct analytics, develop dashboards, and make recommendations (e.g., SQL).
Experience in account/campaign management roles, technical troubleshooting or customer support, with excellent communication and stakeholder management skills.
Knowledge of Search Ads.
Ability to have a customer first and empathetic mindset, and own end-to-end experience and solutions.

Responsibilities

Drive experiences for high-value portfolios by resolving complex escalations and optimizing the end-to-end customer journey.
Track adoption metrics and satisfaction scores to identify trends, proactively addressing friction points.
Partner with Engineering, Product, Sales, and Policy teams to foster collaborative problem-solving and influence global strategy.
Apply product expertise to solve systemic technical issues and execute projects that enhance product functionality and operational policy.
Analyze customer insights to lead high-impact initiatives that improve technology, processes, and user awareness. Act as a primary product expert, coaching global teams and fostering a culture to empower partner success.