Product Solutions Consultant

Product Solutions Consultant

Minimum qualifications:

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

Preferred qualifications:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in project/program management, consulting, or a client-facing role.
• Ability to work flexible non-standard working hours in line with customer requirements.
• Ability to engage with cross functional teams.

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

• Orchestrate resources to solve cross-product, partner-level troubleshooting escalations, providing additional context and interim advice to unblock issues.
• Identify troubleshooting and knowledge gaps within the agency to prioritize enablement, training, and automation opportunities.
• Analyze escalation types across the partner's portfolio to identify trends and reduce escalations.
• Lead conversations for priority escalations flagged by sales teams for faster resolution.
  
• Manage customer experiences for a designated portfolio of clients, ensuring resolution of issues and customer satisfaction by monitoring key client engagement metrics (e.g., product adoption, issue resolution time, and satisfaction scores) to identify and address areas for improvement.

Experience Level

Senior Level