Agency gTech Service Manager

Google • Chicago, IL

4d • $141,000 - $204,000

About The Position

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 Agency gTech Service Manager is the key channel to our agency partners that directly influence a majority of Google's advertising business. In this role, you will play a critical role in ensuring partners have the support they need to succeed. You will be designed to provide an executive level of support for our most critical global advertising partners. You will act as a crucial bridge, preventing immediate business loss by resolving our partners' operational issues, while providing the stability needed for our long-term Artificial Intelligence (AI) and self-service solutions to mature. 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 .

Requirements

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in leading business, digital marketing, agency services or management consulting firms while partnering with multiple stakeholders.
• Experience leading in customer-support or customer-satisfaction programs.

Nice To Haves

• MBA degree.
• 5 years of digital marketing experience with advertisers and agencies.
• 5 years of leading support operations in a technology environment.
• Experience working directly with large advertising agencies, holding companies, or demand-side platforms (DSPs).
• Experience developing and scaling services in partnership with peer teams (and potentially outsourced vendor leadership teams) and managing technical escalations and leading them to resolution.
• Knowledge of Google’s advertising solutions, media landscape, and Americas Large Customer Sales (ALCS) and Agency sales dynamics.

Responsibilities

• Own the agency and partner's overall operational health and satisfaction by serving as the primary point of contact for their support needs and leveraging a holistic view of their relationship with Google.
• Drive executive-level business reviews (e.g., Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs)) from a support Point of View.
• Orchestrate resources to solve cross-product, partner-level troubleshooting escalations, and provide additional context and interim advice to unblock critical issues.
• Identify troubleshooting and knowledge gaps within the agency to prioritize enablement, training, and automation opportunities.
• Lead conversations for priority escalations flagged by business for faster resolution.
• Help sellers and clients with inadequately resolved critical partner escalations by providing additional context to customer experience teams; give interim advice when needed.
• Understand common escalation types across the partner's portfolio to identify trends and reduce invalid escalations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level