Senior Product Support Consultant
Exl
Job Description
About the Role
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.
Key Responsibilities
- Own exceptional customer experiences for a designated portfolio of clients, ensuring resolution of complex issues and high customer satisfaction. Actively monitor and manage key client engagement metrics, identifying areas for improvement.
- Engage with Google advertisers, product, engineering, policy and sales teams, agencies, and partners proactively to build strong relationships and foster collaborative problem-solving.
- Deliver an outstanding customer experience throughout the customer journey, troubleshooting and resolving issues, interacting with Google's advertisers and Sales teams, agencies and partners.
- Analyze data and insights to identify systemic improvement opportunities; own and execute projects to lead improvements in product, technology, operational process, policy and customer awareness.
- Share data and customer insights and provide recommendations to our partner teams. Act as a primary point of contact for product-related inquiries, demonstrating a deep understanding of product functionalities and best practices.
Requirements
- Bachelor's degree or equivalent practical experience.
- 8 years of experience in a project/program management, consulting, or client facing role.
- Ability to own end to end experience and solutions, with a customer first and empathetic mindset.
- Ability to work flexible non-standard working hours in line with customer requirements.
Nice to Have
- MBA or advanced degree in a Management, Business, or related field.
- 8 years of experience managing projects and working with analytics or SQL.
- 8 years of experience in a client-facing role.
Qualifications
- Bachelor's degree or equivalent practical experience.
Benefits & Perks
- US base salary range for this full-time position is $137,000-$200,000 + bonus + equity + benefits.
- Our salary ranges are determined by role, level, and location.
- Individual pay is influenced by work location, skills, experience, and education.
- Compensation details listed reflect the base salary only, excluding bonus, equity, or benefits.
Working at Exl
Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers' complex needs. We aim to ensure our customers benefit from the full potential of Google products and foster a collaborative, customer-centric environment.
Job Details
About Exl
Website
google.com
Company Size
1-10 employees
Location
Chicago, IL
Industry
Web Search Portals and All Other Information Services
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