gTech Ads Service Manager, LCS, Customer Experience

The gTech Ads Customer Experience team is dedicated to improving the experience for our Ads customers. The gTech Ads Large Customer Sales ("LCS") Services Management team works within gTech and Sales to provide engagement and satisfaction for Google's sales team and their advertising clients at scale. Our team serves as a bridge between the Google Sales and gTech Services organizations to deliver business-relevant servicing, protect business, and support advertisers.
As a gTech Ads Services Manager for EMEA, you will collaborate closely with LCS Sales, Regional teams, Customer Experience, Go-To-Market (GTM), Customers, and other relevant teams to provide support solutions to LCS accounts. You will act as a key contributor, driving repeatable solution development and mid/long-term solutions.

This role involves providing both proactive and reactive recommendations to sales teams on relevant gTech services and coordinating with specialist teams to ensure an experience for clients. You will have exposure to Google executives and will build deep relationships with both sales and operational teams.

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.

Ireland: €90000 - €92000 (EUR) + 15% bonus target + equity + benefits

Learn more about benefits at Google (https://www.google.com/about/careers/applications/benefits/).

Minimum qualifications:

- Bachelor’s degree or equivalent practical experience.

- 5 years of experience in a service management, sales, client management, operations, or consulting role.

- Experience troubleshooting escalations or operational workflows across digital advertising products (e.g., Google Ads/Search, Display and Video 360, or Ads Policy).

Preferred qualifications:

- Experience in sales or a related field such as top-market, agency, acquisitions, or app development sales.

- Experience working in a global team.

- Demonstrated technical curiosity or understanding of internal support tooling and workflows, with the ability to troubleshoot at a high level and partner with cross-functional partners to reduce rejection rates and minimize reassignments.

- Ability to work separately, manage multiple projects simultaneously, and pay strict attention to detail.

- Ability to build and influence relationships with executive, cross-functional stakeholders.

- Distinctive project management, problem-solving, and analysis skills with strong business judgement.

- Act as the gTech Ads services lead, engaging effectively with gTech Ads regional teams, sellers, and sales leaders on a daily basis to drive efficient servicing, drive process outcomes, and resolve escalations.

- Serve as a consultant to internal teams and act as an advocate for LCS clients, using comprehensive knowledge to translate business needs into operations-driven solutions across the vertical/industry lifecycle.

- Manage and execute operational processes and project plans, ensuring adherence to documented procedures and defining SLAs.

- Keep abreast of the latest shifts in sales strategies, incentives, barriers, and feedback to inform the design and delivery of gTech services.

- Prepare executive-level communications and reports on service engagement, operations, and satisfaction.