Services Manager, gTech

Google
Google
( Other )
asiaremotejobs.com  Remote (Asia | APAC Time Zone Permitted)

Job Type : Full-Time
Experience : 3 to 5 years
Education : Bachelor Degree

Job Detail

Minimum qualifications:

  • Bachelor's degree or equivalent practical experience.
  • 14 years of experience in service management, operations, or consulting.
  • People management experience in a technical environment, with experience mentoring and coaching team members.

Preferred qualifications:

  • Experience in creating annual business and investment plans.
  • Experience setting direction and delivering in a dynamic business environment.
  • Ability to work in a dynamic environment, combining strategic planning, problem-solving, rapid action, and feedback.
  • Excellent management skills with cross-functional partnerships and executive stakeholders.
  • Excellent global communication and executive presentation skills to drive strategic thinking and direction for the team.

About The Job

Leading the Asia Pacific (APAC) region of the Google Customer Experience Services Management (gSM) team, you will work closely with the gTech Global Solutions Team, Customer Care, Customer Success Acceleration team, and Google Sales leaders to bring the best of technical solutions and troubleshooting services to our most valuable Google Customer Solutions accounts in the APAC region. Aligning with and contributing to the sales strategy, you will lead a team to provide both proactive and reactive recommendations to Sales team members on gTech services. You will collaborate with gTech colleagues to design outstanding advertiser solutions and experiences, deploy innovative methods for service engagement, and incorporate the latest sales strategies into service offerings. As a Services Manager, you will work with senior Google executives and leaders in Sales and Operations to define the next horizon for Google Ads success.


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

  • Serve as the face of gTech solutions and services for the region for Google Customer Solutions (GCS), managing a team of Services Managers allocated to markets or business programs within the region.
  • Lead the acceleration, escalation, and resolution of gTech services to maximize efficiency for GCS sellers, with vendor-led implementation support, business enablement through optimization and product adoption, and billing and policy issues.
  • Know the latest shifts in sales strategies, incentives, barriers, and feedback to set gTech goals, inform solutions design and delivery, enable effective engagement between organizations and drive long-term solutions for the business.
  • Deliver insightful and actionable executive communications and reporting on service engagement, operations, and satisfaction.
  • Direct a team of Services Managers to own sales engagement and satisfaction with gTech services and solutions, leveraging influence and customer service knowledge to drive improvement.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .

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