Engagement Manager - Technical Project & Customer Solutions

Engagement Manager

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 10 years of experience in a technical project management or a customer-facing role.
  
• 10 years of experience in technical sales, sales engineering, or professional consulting.

Preferred qualifications:

• 10 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
  
• 5 years of experience in a technical leadership role with/without direct reports.
  
• Experience in media and customer negotiations bridging from CBOs to product deliverables.
• Ability to develop internal and external stakeholder networks, navigating Google and the client side to build relationships necessary to deliver against strategic plans and projects.

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.

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

• Act as a trusted partner to ads clients, translating business challenges into technology and media solutions that maximize ROI.
• Conduct technical and media consultations to identify annual goals, prioritize high-value gTech interventions, and secure executive buy-in for proposed initiatives.
• Design comprehensive growth plans and Platinum Service Plans (PSP) that integrate product adoption, technical services, and AI-led ecosystem solutions across multi-functional teams.
• Lead the end-to-market delivery by coordinating with regional execution teams and customer experience to streamline workflows, manage escalations, and reduce support ticket volumes.
• Own prioritization and decision-making, conducting regular performance debriefs with teams and clients to ensure alignment with evolving business trends and objectives.

Experience Level

Senior Level