Solutions Consultant, Google Customer Solutions

1 Month ago • 5 Years + • Product Management • $110,000 PA - $157,000 PA

Job Summary

Job Description

As a Solutions Consultant at Google Customer Solutions, you will own the end-to-end customer experience for a portfolio of clients, resolving complex issues and ensuring high satisfaction. You'll track key engagement metrics, identify areas for improvement, and implement solutions. Collaboration with internal teams (advertisers, product, engineering, sales) is crucial for effective problem-solving. Leveraging deep product knowledge, you'll troubleshoot technical challenges and lead strategic projects to refine products, processes, and policies. Data analysis will be used to identify systemic issues and drive improvements across various areas. The role requires a customer-first mindset and the ability to advocate for client needs within Google.
Must have:
  • Bachelor's degree or equivalent experience
  • 5+ years in project/program management, consulting, or client-facing roles
  • Flexible working hours
  • Problem-solving and strategic thinking
  • Data analysis and reporting skills
  • Google Ads or online advertising experience
  • Stakeholder management and communication
  • End-to-end solution ownership
Good to have:
  • Account/campaign management experience
  • Technical troubleshooting or customer support experience
  • Business analysis skills
  • Knowledge of the media landscape

Job Details


Minimum qualifications:

  • Bachelor’s degree or equivalent practical experience.
  • 5 years of experience in a project/program management, consulting, or client facing role.
  • Ability to work flexible non-standard working hours in line with customer requirements.

Preferred qualifications:

  • Experience in account/campaign management roles, technical troubleshooting or customer support.
  • Problem solving experience to develop strategic perspectives on customer-focused solutions.
  • Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
  • Knowledge and experience using Google Ads or other online advertising solutions and the media landscape.
  • Experience in managing and influencing stakeholders along with strong communication skills.
  • A customer first and empathetic mindset, and ability to own end to end experience and solutions.

About the job

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.

In this role, you'll identify opportunities for enhancing the customer experience.You'll 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'll be the advocate of the customer and advocate their needs by working with teams across Google.

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 .

The US base salary range for this full-time position is $110,000-$157,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. 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 .

Responsibilities

  • Own the end-to-end customer experience for a client portfolio, expertly resolving complex issues to ensure high satisfaction.
  • Track key engagement metrics (resolution time, satisfaction), pinpointing areas for enhancement and implementing improvements.
  • Collaborate with Google's advertiser, product, engineering, sales, and partner teams, fostering strong relationships for effective problem-solving.
  • Leverage deep product knowledge to troubleshoot technical challenges and lead strategic projects that refine products, processes, and policies.
  • Analyze data to identify systemic issues, drive improvements across product, technology, operations, policy, and customer understanding, while mentoring partner teams for client success.

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