Policy Specialist, gTech Ads, Customer Experience (English) at Google

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XNote: By applying to this position you will have an opportunity to share your preferred working location from the following: Gurugram, Haryana, India; Hyderabad, Telangana, India.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in a project or program management, consulting, or client-facing role.
• Ability to work non standard working hours in line with customer requirements.
• Ability to communicate in English fluently, to support the customers and stakeholders in the region.

Preferred qualifications:

• Experience using Google Ads or other online advertising solutions and the media landscape.
• Experience in technical troubleshooting or customer support, and ability to own experience and solutions.
• Experience in business analytics to conduct analysis, develop dashboards, and make recommendations.
• Experience in managing and influencing stakeholders.
• Ability to develop comprehensive perspectives on customer-focused solutions along with excellent problem-solving skills.
• Excellent communication and stakeholder management skills, with the ability to work in a collaborative environment.

About the job

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.

g Tech Ads Customer Experience (CX) organization is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products.

As a Product Solutions Consultant, you will have product knowledge, provide customer support and own customer solutioning. You will focus on managing troubleshooting tasks, and use your problem-solving skills to detect and provide resolution to issues. You may also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues interacting directly with Google's advertisers and Sales teams, agencies and partners.
• Apply product expertise solving technical customer issues and escalations and carrying out strategic projects.
• Analyze data and insights to create action plans to solve issues at the root cause for our top customers focusing on knowledge management, operational improvements, account reviews and product adoption.
• Partner with our Sales and other cross-functional partner teams to own and continuously improve the journey of all clients, resolve complex issues and understand customer pain points.
• Share insights and provide expertise to our partner teams to support product and process improvements. Drive success among a globally dispersed team.