QualificationsAnalysis skillsContinuous improvementCustomer serviceSalesCustomer relationship managementBachelor’s degree
Preferred qualifications:
Experience with sales in top-market, agency, acquisitions, on-boarding, channel, and/or app development sales
Ability to synthesize complex messages, datasets/signals, and insights into communications for executive audiences
Ability to build relationships and manage/influence executives and cross-functional stakeholders
Ability to work separately and manage multiple global projects simultaneously while paying attention to detail
Understanding of Search, YouTube, Display and Video 360, programmatic/shopping approaches, and performance
Excellent business judgment and project management, problem-solving, and analysis skills
About the job
gTech Global Customer Care (gGCC) is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. As a cross-functional and global team, it’s our job to help keep the lights on and the ads fresh.
Working within the gTech organization, the gCare team serves as a bridge between the Google Sales and gTech Services organizations to deliver solutions and customer experiences for our advertisers. In this role, you will work with Large Customer Sales (LCS) and gCare stakeholders to unlock business growth opportunities and improve service satisfaction. You’ll partner with LCS, gCare, and Go-To-Market teams to bring technical solutions and troubleshooting services to customers. Aligning with the team’s strategy, you will provide both proactive and reactive recommendations to Sales team members on relevant gTech services and coordinate with specialist teams to ensure positive experiences. You’ll collaborate with gTech colleagues to design advertiser solutions and experiences, deploy innovative methods for service engagement, and incorporate strategies into service offerings. You will develop relationships with both Sales and Operational 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.
To learn more about gTech, check out our video.
Responsibilities
Serve as the point of contact for gCare services across vendor-led implementation support, business growth enablement through optimization and product adoption, and billing and policy issues for respective LCS markets.
Manage relationships, collaborating with gCare, LCS, Troubleshooting, and Policy teams to represent a unified gCare point of view with the LCS business in collaboration with gCare leads/owners.
Partner with Sales team to drive activation, engagement, and satisfaction with gCare services and solutions, leveraging influence and customer service knowledge to drive continuous improvement.
Engage effectively with Sales teams and leaders, interacting daily to activate solutions, drive process outcomes, and enable actionable resolution to escalations.
Prepare executive communications and reporting on service engagement, operations, and satisfaction.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.