Customer Experience Manager - Account Success

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 customer support/success programs.

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
• Experience working directly with advertising agencies, holding companies, or demand-side platforms (DSPs).
• Experience working with large scale support operations in a technology environment.
• Experience managing complex technical escalations and driving them to resolution.
• In-depth knowledge of Google’s advertising solutions, media landscape, and sales dynamics.

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

• Lead discovery conversations to identify operational strengths/risks, determine key implementation stakeholders, unearth blockers, etc. Coordinate with Sales partners on an aligned approach for the customer.
• Coordinate with the client on an implementation roadmap, providing internal communications plans, timelines for critical milestones, collateral and resources, etc. Partner with the customer to lead change management efforts were required, handling objections and addressing roadblocks while building the rollout plan.
• Verify adoption and compliance, sourcing client feedback and identifying possible process improvements. Monitor progress and address roadblocks through regular check-ins, troubleshooting, and escalation.
• Identify technical, operational and proactive solutions to scaling customer best practices across Google’s Advertisers globally and cross-channel. Use investigative insights to flag potential risks to customers.