Product Support Consultant, Platinum Google Marketing Platform Billing

Minimum qualifications:

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

Preferred qualifications:

• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
  
• Experience with Billing and Invoicing tools, as well as using GMP, Google Ads, or other online display advertising systems and the media landscape.
• Experience in online advertising and account/campaign management.
• Experience with technical troubleshooting or customer support, stakeholder management, and familiarity with the ad serving industry.
• Customer focus with strong communication skills and client facing experience, ideally of a technical nature.
• Ability to own end to end experience and develop strategic perspectives on customer-focused solutions.

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.

gTech Ads Customer Support organization is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products. As a Product Support Consultant for Google Marketing Platform (GMP) and Google Ads in Platinum, you will provide high quality customer support and ‘own’ end to end customer solutioning. You'll managing troubleshooting tasks, detect, and provide resolution to issues. You'll also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions.

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 $106,000-$156,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. 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.

• Prioritize and deliver outstanding customer service throughout the customer journey, 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 strategic projects. 
  
• Analyze data and insights to create action plans to solve issues at the root cause for our 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, resolve complex issues, and understand customer pain points.
  
• Share insights and provide expertise to our partner teams to support product and process improvements. Drive inclusive team culture and success among a globally dispersed team, and demonstrate mentorship and leadership across the team.