Product Support Consultant, Policy, gTech Ads Customer Experience (English, Japanese)

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in technical project management or a customer-facing role.
• Ability to work non-standard hours and work rotations/shifts.
• Ability to communicate in English and Japanese fluently to support client relationship management in this region.

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
• 2 years of experience in policy or compliance-related roles.
• Experience in online advertising in a customer-facing role using Google Ads, the Google Ads product suite, YouTube, or other online advertising systems.
• Experience using insights from data to influence business decisions.
• Experience in data analysis and SQL.

About the job

gTech’s role is to help bring Google’s products and services to life through our teams of trusted advisors who support customers and partners globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs.

gTech Ads is a customer obsessed, solution-focused team that helps customers maximize the impact of their Digital Marketing strategy leveraging the power of Google’s Ads Platforms. This role offers the unique opportunity to learn about the global digital marketing trends as well as Google’s AI enabled ads products and assist customers in maximizing the impact of their Google Ads investment. As a Product Support Consultant, you will work with Japan’s largest customers/agencies and own their troubleshooting experience end to end. You will support our Large Customer Sales (LCS) teams and our customers, demonstrating a passion for delivering excellent customer service and improving it.

Responsibilities

• Support updating of existing solution content or create repeatable content (e.g., best practices recommendations, tutorials, blog articles, sample code) and ensure effective documentation of repeatable solutions.
  
• Help generate partner insights and participate in business reviews with partners to formulate partner strategies, with minimal guidance.
  
• Manage project planning, status reporting, timeline estimation, issue tracking, meeting facilitation, and project documentation.
  
• Execute solutions, with occasional support from peers/community, based on user/partner/client business objectives and technical requirements that have been previously defined, developed, and approved.
  
• Help identify trends of solution issues across users/partners/clients and collaborate with internal teams to mitigate risks in the future with some guidance.