Senior Customer Experience Manager, gTech Ads, Account Success

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.

The gTech Customer Experience Manager is a senior customer engagement and activation lead, working with Google’s advertisers and agencies to drive adoption of Ads Account and Support best practices.

In this role, you will guide engagements with key customers to enable the adoption of policy best practices, optimal account structure, security activation (e.g., passkey creation, adoption of multi-device account structures), and other practices. You will guide clients through the end-to-end process from discovery to roll out, monitoring, and compliance.

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 or risks, determine key implementation stakeholders, and unearth blockers. Coordinate with Sales partners on an aligned approach for the customer.
• Architect customer rollout plans by coordinating with the client on an implementation roadmap, providing internal communications plans, timelines for critical milestones, collateral, and resources.
• Verify adoption and compliance, sourcing client feedback and identifying possible process improvements. Monitor progress and address roadblocks through regular check-ins, troubleshooting, and escalation as needed.
• Improve the process by identifying technical, operational, and proactive solutions to scaling customer best practices across Google’s advertisers globally and cross-channel.
• Design and implement end-to-end best practice security activation approaches for a portfolio of customers.

Qualifications

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 10 years of experience in a technical project management or a customer-facing role.
  
• Experience in customer support/success programs or equivalent roles.

Preferred qualifications:

• Experience working directly with advertising agencies, holding companies, or demand-side platforms (DSPs).
• Experience working with support operations within a technical environment.
• Experience managing technical escalations and driving them to resolution.
• Knowledge of Google’s advertising solutions, media landscape, and sales dynamics.