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.

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.