Policy Specialist - Customer Experience for Online Advertising

Policy Specialist, gTech Ads, Customer Experience (English)

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in a project or program management, consulting, or client-facing role.
• Ability to work non standard working hours in line with customer requirements.
• Ability to communicate in English fluently, to support the customers and stakeholders in the region.

Preferred qualifications:

• Experience using Google Ads or other online advertising solutions and the media landscape.
• Experience in technical troubleshooting or customer support, and ability to own experience and solutions.
• Experience in business analytics to conduct analysis, develop dashboards, and make recommendations.
• Experience in managing and influencing stakeholders.
• Ability to develop comprehensive perspectives on customer-focused solutions along with excellent problem-solving skills.
• Excellent communication and stakeholder management skills, with the ability to work in a collaborative environment.

About the job

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.

gTech Ads Customer Experience (CX) organization is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products.

As a Product Solutions Consultant, you will have product knowledge, provide customer support and own customer solutioning. You will focus on managing troubleshooting tasks, and use your problem-solving skills to detect and provide resolution to issues. You may also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions.

As a Product Solutions Consultant, you will have product knowledge, provide customer support and own customer solutioning. You will focus on managing troubleshooting tasks, and use your problem-solving skills to detect and provide resolution to issues. You may also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues interacting directly with Google's advertisers and Sales teams, agencies and partners.
• Apply product expertise solving technical customer issues and escalations and carrying out strategic projects.
• Analyze data and insights to create action plans to solve issues at the root cause for our top customers focusing on knowledge management, operational improvements, account reviews and product adoption.
• Partner with our Sales and other cross-functional partner teams to own and continuously improve the journey of all clients, resolve complex issues and understand customer pain points.
• Share insights and provide expertise to our partner teams to support product and process improvements. Drive success among a globally dispersed team.

Experience Level

Mid Level