About the job

g Tech 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.

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

• Lead a team of technical and media experts to help top LCS customers achieve their objectives through developing custom solutions, requiring expertise across engineering, data science, media and ads ecosystem knowledge.

• Partner with sales leadership and the Go-to-market (GTM) team to define focus around customer interventions and goals, deliver on product adoption goals, provide revenue pipeline opportunities, and provide exceptional customer satisfaction.

• Manage a matrixed organization through joint planning, OKRs, and success metrics management.

• Be responsible for customer satisfaction of top clients, establishing communication channels to address service requests, incorporate feedback, and resolve escalations. Act as a liaison between clients and g Tech Ads.

• Own the planning and be responsible for the delivery of integrated media, technical, and customer support services to Greater China LCS customers. Drive new services and support constructs in partnership with GTM.

Minimum qualifications

• Bachelor’s degree or equivalent practical experience.

• 15 years of experience in a technical project management or a customer-facing role.

• 5 years of experience in people management.

• Ability to communicate in English and Mandarin fluently to support local Greater China market clients.

Preferred qualifications

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.

• 15 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.

• Experience in Ad Tech industry, Internet technologies, data integration and cloud technologies.

• Ability to lead service operations and model/coach consultative solution selling with a drive to innovate.