Service Manager - Access and Identity Solutions

Service Manager, gTech, Access and Identity

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in a technical project management or a customer-facing role.
  

Preferred qualifications:

• MBA or Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• 10 years of experience working with large advertising agencies, holding companies, or demand-side platforms (DSPs).
• 5 years of experience with digital marketing advertisers and agencies, and with leading large-scale support operations in a high tech environment.
• Experience managing complex technical escalations and driving them to resolution.
• Knowledge of Google’s advertising solutions, media landscape, sales channels (LCS and GCS) and agency sales dynamics.

About the job

Businesses of all shapes and sizes rely on Google’s unparalleled advertising solutions to help them grow in today's dynamic marketing environment. You bring a passion for sales, knowledge of online media, and commitment to maximize customer success. You act like an owner, move with velocity through change, finding innovative and strategic ways to consistently deliver extraordinary and incremental outcomes for both Google and your customers. You build trusted relationships with customers, uncovering their business needs and translating them into powerful solutions to achieve their most ambitious goals. You achieve as a team with sellers, shape the future of advertising in the AI-era, and make a real impact on the millions of companies and billions of users that trust Google with their most important goals.

In this role, you will be tasked with designing the end-to-end security activation approach for a portfolio of customers, catering solutions and rollout plans to each client based on their existing operations.

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. and co-ordinate with sales partners on an aligned approach for the customer.
• Handle objections and address roadblocks while partnering with the client to develop a rollout plan. Help the client plan an implementation roadmap, provide internal communications plans, timelines for critical milestones, collateral and resources, etc.
• Verify adoption and compliance, source client feedback and identify possible process improvements. Monitor progress and address roadblocks through regular check-ins, troubleshooting, and escalation as needed.
• Identify technical, operational and proactive solutions to scaling security best practices across Google’s Advertisers globally and X-channel.
• Facilitate user communications by providing email templates, support resources, and guide successful completion of complex user tasks at scale (eg. passkey creation across many users/devices).

Experience Level

Mid Level