About the job

g Tech’s Professional Services team takes a creative, collaborative, and customer-centric approach to provide foundational services and forward-looking business solutions to top advertiser and publisher customers. Through technical implementation, optimization, and key solutions, g Tech Professional Services helps customers attain their business goals while building long-term capabilities.

The g Reach Program is a 12 months paid upskilling program for industry professionals with disabilities where participants will receive on-the-job-training and work on a range of projects. The goal of the g Reach program is to provide participants from under-represented groups with the opportunity to grow their career as professionals.

The team 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.

You will have deep product knowledge, understanding of customer’s digital marketing objectives and identify opportunities for enhancing the customer experience. This allows you the opportunity to identify systemic issues and work with a group of Google experts across Product, Engineering, Sales and Policy to develop scaled solutions leveraging data, analytics and AI.

This role will require the ability to learn technology especially AI, Google’s Ads products and will require exceptional communication and influencing skills to work collaboratively with internal and external stakeholders.
Google creates products and services that make the world a better place, and g Tech’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

• Own and drive exceptional customer experiences for a designated portfolio of clients, ensuring resolution of complex issues and high customer satisfaction.

• Monitor and manage key client engagement metrics (e.g., product adoption, issue resolution time, satisfaction scores), identifying and addressing areas for improvement.

• Engage with Google advertisers, product, engineering, policy and sales teams, agencies, and partners to build strong relationships and foster collaborative problem-solving.

• Prioritize and deliver an outstanding customer experience throughout the customer journey, troubleshooting and resolving issues, interacting directly with Google's advertisers and Sales teams, agencies and partners.

• Apply deep product expertise solving complex technical customer issues and escalations and execute strategic projects to enhance product, process and policy.

Minimum qualifications

• Bachelor's degree or equivalent practical experience.

• 3 years of experience in a project/program management, consulting or related industries.

• Ability to communicate in Japanese fluently in order to interact with internal and external stakeholders.

Preferred qualifications

• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.

• Experience in SQL and Python programming, or leveraging ML

• Experience in using Google Ads or other online advertising solutions and the media landscape.

• Ability to communicate in English fluently in order to interact with internal and external stakeholders.

• Ability to own end-to-end experience and solutions.