gTech Service Manager

Google • Chicago, IL

3d • $114,000 - $163,000

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 gTech Ads Customer Experience organization delivers high-quality care to our advertisers, agencies, and sales teams. In this role, you will resolve sensitive issues across Google Ads products and provide proactive, preventative services to create an advanced customer experience. 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.
• 5 years of experience in a project management or a customer-facing role.

Nice To Haves

• MBA degree.
• 10 years of experience working directly with advertising agencies, holding companies, or demand-side platforms (DSPs).
• 5 years of digital marketing experience with advertisers and agencies.
• 5 years of experience leading support operations in a technical environment.
• Experience managing technical escalations and resolving them.
• Knowledge of Google’s advertising solutions, media landscape, sales channels (e.g., Large Customer Sales and Google Customer Solutions) and agency sales dynamics.

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.
• Manage objections and address roadblocks while partnering with the client to develop a rollout plan.
• Help the client plan an implementation roadmap by 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.
• Identify technical, operational, and proactive solutions to scaling security best practices across Google’s advertisers globally and cross-channel.
• Facilitate user communications by providing email templates and support resources, and guide the successful completion of user tasks at scale (e.g., passkey creation across many users and devices).

What This Job Offers

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