Senior Product Support Consultant, gTech Ads
Job Summary
Job Description
As a Senior Product Support Consultant at gTech Ads, you'll provide exceptional customer experiences by resolving complex issues and ensuring high satisfaction. You will monitor client engagement, identify improvement areas, and implement solutions. Collaboration with internal and external teams is crucial, leveraging product expertise for troubleshooting and strategic project execution. Data analysis to identify systemic improvements and cross-functional initiatives to optimize products, operations, and policies are key responsibilities. You'll also contribute to a global team culture through coaching and mentorship. The role demands deep product knowledge, understanding of customer digital marketing objectives, and the ability to work flexible hours.
Must have:
- 8+ years experience in project/program management, consulting, or client-facing roles
- 8+ years in operations management (process improvement, etc.)
- 3+ years in a leadership role
- Exceptional communication and influencing skills
- Deep product expertise and data analysis skills
- Problem-solving and strategic solution development
Good to have:
- Experience with Google Ads or other online advertising solutions
- Experience in account/campaign management, technical troubleshooting, or customer support
- Experience managing projects and working with analytics or SQL
- Experience in business analysis
7 skills required
Job Details
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a project/program management, consulting, or client facing role.
- 8 years of experience in operations management (i.e. process improvement, operational reviews, optimizing workflows, etc.).
- 3 years of experience in a leadership role with/without direct reports.
Preferred qualifications:
- 8 years of experience managing projects and working with analytics or SQL.
- Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
- Experience using Google Ads or other online advertising solutions and the media landscape.
- Experience in account/campaign management roles, technical troubleshooting or customer support, with excellent communication and stakeholder management skills.
- Experience applying problem-solving skills to develop strategic, customer-centric solutions.
- Ability to own end- to-end experience and solutions.
About the job
gTech’s role is to help bring Google’s products and services to life through our teams of trusted advisors who support customers and partners globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. 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.This role offers the unique opportunity to learn about the global digital marketing trends as well as Google’s cutting edge AI enabled ads products and assist customers in maximizing the impact of their Google Ads investment.As a Product Support Consultant, you will have product knowledge, understanding of customer’s digital marketing objectives and identify opportunities for enhancing the customer experience. This allows you 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 of the customer and advocate their needs by working with teams across Google.
This role will require 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.
This role may require the ability to work flexible working hours in line with customer requirements.
This role will require 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.
This role may require the ability to work flexible working hours in line with customer requirements.
Responsibilities
- Own and drive exceptional customer experiences for a portfolio of clients by resolving complex issues and ensuring high satisfaction.
- Monitor client engagement metrics, identify areas for improvement, and implement solutions across the customer journey.
- Collaborate with internal (Google advertisers, product, engineering, policy, sales) and external (agencies, partners) teams to build strong relationships and facilitate problem-solving.
- Leverage deep product expertise to troubleshoot technical escalations, execute strategic projects for product and process enhancement, and act as a primary point of contact for product inquiries.
- Analyze data to identify systemic improvement opportunities, drive cross-functional initiatives to optimize product, operations, and policy, and foster a global team culture through coaching and mentorship.
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