gTech Service Manager, Access and Identity (English, Mandarin)
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a technical project management or a customer-facing role.
- Ability to communicate in English and Mandarin fluently to support client relationship management in this region.
Preferred qualifications:
- MBA degree.
- 10 years of experience working directly with large advertising agencies, holding companies, or demand-side platforms (DSPs).
- 5 years of experience in digital marketing with advertisers and agencies.
- 5 years of experience leading large-scale support operations in a technology environment.
- Experience managing complex technical escalations and driving them to resolution.
- Knowledge of Google’s advertising solutions, media landscape, sales channels (LCS and GCS) and agency sales dynamics.
About the job
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 provides high quality customer care to our advertisers, agencies, and sales teams. This support consists of resolving sensitive and complex issues across Google Ads products, and providing proactive and preventative services to create exceptional 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.
Responsibilities
- Lead discovery conversations to identify operational strengths/risks, determine key implementation stakeholders, and unearth blockers.
- Manage objections and address roadblocks while partnering with the client to develop a rollout plan. Help the client plan an implementation roadmap, providing internal communications plans, timelines for critical milestones, collateral and resources, etc.
- Verify adoption and compliance, sourcing client feedback and identifying possible process improvements. Monitor progress and address roadblocks.
- Identify technical, operational and proactive solutions to scaling security best practices across Google’s advertisers globally and across channels.
- Standardize via playbooks, technical solutions, proactive interventions, our go to market strategy on rollout of new security solutions for Advertisers. Bring the customer back in a structured and prioritized way to balance upstream improvements with on-ground customer experience implications of rollout of fast paced security solutions.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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