Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in a technical project management or a customer-facing role.
  
• Experience in the online media landscape.

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
  
• 5 years of experience in a project/program management, consulting, or client-facing role.
• Ability to work flexible non-standard working hours in line with customer requirements.

About the job

gTech Ads Customer Experience organisation is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products. As a Video Customer Experience Specialist in Platinum, you will have deep product knowledge, provide high quality customer support and ‘own’ end to end customer solutioning. You will focus on managing troubleshooting tasks, use your problem solving skills to proactively 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 and identifying opportunities to proactively improve the customer experience.

In this role, you will work with North America’s largest customers and own their troubleshooting experience. You will support our LCS teams and our customers, demonstrating a passion for delivering excellent customer service and improving it. You will become a product expert, focused on managing troubleshooting tasks so that the sales teams can concentrate their efforts on client-specific activities. You will be responsible for liaising with internal and external stakeholders to provide two-way communication. This includes problem prioritization, analysis, and resolution of issues. The result should always be a high level of customer satisfaction. Prioritize and deliver outstanding customer service, troubleshooting and resolving issues from sales teams and Google's advertisers, agencies and partners. Co-Own the Video Ads support experience for the CG&E Sector. Conceptualize and drive initiatives. Engage with cross-functional partners to resolve complex issues. Drive product and process improvements, provide insights and expertise for business planning, and collaborate with, and influence, global partners and teams.

Responsibilities

• Prioritize and deliver outstanding customer service, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners. Apply deep product expertise solving complex technical customer issues and escalations and carrying out projects
• Analyze data to identify systemic improvement opportunities; own projects to lead improvements in product, technology, operational process, policy and customer awareness. Engage with Google advertisers, product, engineering, policy and sales teams, agencies, and partners to build strong relationships and foster collaborative problem-solving
• Partner with our Sales, Agency, and other teams to own and continuously improve the journey, resolve issues and understand pain points. Share customer insights and provide recommendations to our partner teams to advocate product and process improvements, driving continuous optimization.
• Act as a primary point of contact for product-related inquiries, demonstrating an understanding of product functionalities and best practices.