Service Manager

gTech Ads Service Manager, LCS, gTech Ads Customer Experience

Minimum qualifications:

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

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
  
• Experience in sales or a related field such as top-market, agency, acquisitions, or app development sales.
• Ability to work on their own, manage multiple projects simultaneously, and pay strict attention to detail.
• Ability to build and influence relationships with executive, cross-functional stakeholders.
• Excellent project management, problem-solving, and analysis skills with strong business judgment.

About the job

The gTech Ads Customer Experience (CX) team is dedicated to improving the customer experience for our Ads customers. The gTech Ads Large Customer Sales (LCS) Services Management team works within the broader gTech, sales and customers to provide engagement and service satisfaction for Google's LCS Sales team and their advertising clients at scale. Our team serves as a bridge between the Google sales and gTech services organizations to deliver the business relevant servicing, protecting revenue and customer experience to advertisers.

As a gTech Ads Services Manager for APAC-IN Markets, you will collaborate closely with LCS Sales, gTech Ads Regional teams, Customer Experience Go-To-Market (GTM), Customers and other relevant teams to provide the best support solutions to LCS accounts. You will act as a key contributor, driving troubleshooting, repeatable solution development, and mid/long-term solutions. You will be designing and executing on the vertical advocacy plans, becoming a customer experience advocate and managing high visibility escalations for LCS Tier 2 sales/customers. You will have exposure to Google executives and will build deep relationships with both Sales and Operational teams.

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

• Serve as the primary representative for gTech Ads services, engaging effectively with gTech Ads Regional teams, sellers and sales leaders on a daily basis to drive efficient servicing, drive process outcomes, and resolve escalations. 
• Serve as a consultant to internal teams and act as an advocate for LCS clients, using comprehensive knowledge to translate business needs into operations driven solutions across the vertical/industry lifecycle.
• Manage and execute operational processes and project plans, ensuring adherence to documented procedures and defining Service Level Agreements (SLAs).
• Stay up to date with the latest shifts in sales strategies, incentives, barriers, and feedback to inform the design and delivery of gTech services.
• Prepare executive-level communications and reports on service engagement, operations, and satisfaction.

Experience Level

Senior Level