SA360 Specialist, gTech Ads

Google; Chicago (IL); On-site; USD 140,000 - 204,000; Full time

Job summary

Google is seeking a SA360 Specialist, gTech Ads, based in Chicago, IL. You will own end-to-end customer solutions, combining product knowledge with technical troubleshooting to ensure exceptional advertiser experiences.

In this role you will analyze data, develop dashboards, and collaborate with Sales and product teams to drive improvements. A customer-first mindset and strong communication skills are essential.

Qualifications

• Bachelor’s degree or equivalent practical experience required.
• 8 years of experience in a technical project management or a customer-facing role.
• Master’s degree in a related field preferred.
• Experience in account/campaign management roles, technical troubleshooting or customer support, with strong communication and stakeholder management skills.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
• 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 Sales and cross-functional teams to own and improve the journey of all clients, resolve complex issues and understand customer pain points.
• Share insights and provide expertise to partner teams to support product and process improvements; drive team culture and success among a globally dispersed team.
• Demonstrate mentorship and leadership across the team.

Skills

Communication

Stakeholder management

Analytical thinking

Problem solving

Education

Bachelor’s degree or equivalent practical experience

Master’s degree in Business/Statistics/Mathematics/Economics/Engineering or Applied Science

Tools

Google Ads products

Job description

SA360 Specialist, gTech Ads

corporate_fare

Google

place

Chicago, IL, USA

Minimum qualifications

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in a technical project management or a customer-facing role.

Preferred qualifications

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• Experience in account/campaign management roles, technical troubleshooting or customer support, supported by strong communication skills and stakeholder management skills.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Knowledge of Google Ads products.
• A customer first and empathetic mindset, and ability to own end-to-end experience and solutions.

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.

gTech Ads Customer Experience organization is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products. As a Google Ads Customer Support Specialist in Platinum, you will have deep product knowledge, provide high quality customer support and own customer solutioning. You will focus on managing troubleshooting tasks, use your analytical and 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.

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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $140000 - $204000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, 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 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 (as applicable) to own and continuously improve the journey of all clients across, resolve complex issues and understand customer pain points.
• Share insights and provide expertise to our partner teams to support product and process improvements. Drive team culture and success among a globally dispersed team.
• Demonstrate mentorship and leadership across the team.