Services Manager, gTech Customer Experience

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 6 years of experience in service management, sales, client management, operations or consulting.

Preferred qualifications:

• Experience working in a global team.
• Ability to manage multiple global projects simultaneously while paying strict attention to detail.
• Ability to synthesize urgent messages, data sets/signals, and insights into executive-ready communications.
• Ability to build relationships, manage and influence executive, cross-functional stakeholders.
• Exceptional project management and problem-solving skills, combined with business acumen.

About the job

Businesses that partner with Google come in all shapes, sizes and market caps, and no one Google advertising solution works for all. Your knowledge of online media combined with your communication skills and analytical abilities shapes how new and existing businesses grow. Using your relationship-building skills, you provide Google-caliber client service, research and market analysis. You anticipate how decisions are made, persistently explore and uncover the business needs of Google's key clients and understand how our range of product offerings can grow their business. Working with them, you set the vision and the strategy for how their advertising can reach thousands of users.

In this role, you will work closely with LCS (Large Customer sales) Sales, gCare teams and GTMs (Go-To-Market) to bring the best of technical solutions and troubleshooting services to LCS accounts. Aligning closely with the sales strategy, you will provide both proactive and reactive recommendations to sales team members on relevant gTech services and coordinate with our specialist teams to ensure a exceptional experience. You will collaborate with gTech colleagues to design exceptional advertiser solutions and amp; experiences, deploy innovative methods for service engagement, and incorporate the latest sales strategies into service offerings. The gCare Services Manager will have exposure to senior Google executives and develop deep 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.

Responsibilities

• Serve as the representative of across vendor-led implementation support, business growth enablement through optimization and product adoption, and billing policy issues for respective seller markets.
• Conduct opportunity analysis and make recommendations to the Sales team on where and how gTech can drive value for advertisers.
• Partner with the Sales team to drive activation, engagement, and content with gTech services and solutions, leveraging influence and customer service to drive continuous progress.
• Engage effectively with the Sales team, interacting daily to activate solutions, drive process outcomes, and action on escalations with resolution.

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Google is an American multinational technology company specializing in Internet-related services and products that include online advertising technologies, search, cloud computing, and software. Most of its profits are derived from AdWords, an online advertising service that places advertising near the list of search results