Product Support Consultant, DV360, gTech Ads
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a technical project management or a customer-facing role.
- Experience in the online media landscape.
- Experience developing customer-focused solutions including: troubleshooting, finding new processes or product features.
Preferred qualifications:
- 5 years of experience in a project/program management, consulting, or client-facing role.
- Experience in business analysis to conduct analytics, develop dashboards, and make recommendations (e.g., SQL).
- Experience in account/campaign management roles, technical troubleshooting or customer support, with excellent communication and stakeholder management skills.
- Knowledge of DV360.
- Ability to have a customer first and empathetic mindset, and own end-to-end experience and solutions.
- Ability to work flexible non-standard working hours in line with customer requirements.
About the job
As a DV360 Platinum Solutions Consultant, you will work with the UKI's largest customers and own their troubleshooting experience end to end. You will support our LCS teams and our customers, demonstrating a passion for delivering excellent customer service and improving it. In this Specialist role, you will become a product expert, focused on handling troubleshooting tasks so that the sales teams can concentrate their efforts on client-specific activities. You will be responsible for liaising with internal and external stakeholders to provide two-way communication on customer issues and questions. This includes problem prioritization, analysis, and resolution of issues. The result should always be a high level of customer satisfaction.
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
- Drive experiences for high-value portfolios by resolving complex escalations and optimizing the end-to-end customer journey.
- Track adoption metrics and satisfaction scores to identify trends, proactively addressing friction points.
- Partner with Engineering, Product, Sales, and Policy teams to foster collaborative problem-solving and influence global strategy.
- Apply product expertise to solve systemic technical issues and execute projects that enhance product functionality and operational policy.
- Analyze customer insights to lead high-impact initiatives that improve technology, processes, and user awareness. Act as a primary product expert, coaching global teams and fostering a culture to empower partner success.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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