Full Job Description
Note: By applying to this position your application is automatically submitted to the following locations: Sunnyvale, CA, USA; San Francisco, CA, USA; Seattle, WA, USA
Bachelor's degree in the field of Science, Technology, Engineering, Math, or equivalent practical experience in technical support, professional services, software development, or product operations management.
5 years of relevant industry experience, including 3 years of experience managing a technical, customer-facing team.
Experience managing executive communications and flexing communication styles to external facing audiences.
Experience in troubleshooting and supporting large-scale applications such as web services, data storage, databases, data pipelines, high-performance computing, commerce engines, with Linux/Unix or Windows operating systems.
Experience managing Enterprise customer relationships and supporting large-scale billing systems.
Excellent judgment, strategic thinking, and creative problem-solving skills.
Ability to operate in a customer focused environment and advocate for customers across a cross-functional organization.
About the job
The Google Cloud Platform team helps customers transform and evolve their business through the use of Google’s global network, web-scale data centers and software infrastructure. As part of an entrepreneurial team in this rapidly growing business, you will help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.
As a Solutions Consultant Manager, you will work with leading enterprises and startups to realize the power of cloud computing with Google Cloud Platform. You will handle customer escalations by combining business acumen with technical assessment skills. You will develop team members into highly skilled troubleshooting experts who can diagnose a wide variety of cloud computing issues within minutes. You will build relationships with leaders in Site Reliability Engineering, Software Engineering, and Product Management that allow you to quickly solve complex issues and make you a trusted source of customer feedback. You'll lead operational excellence within your team with a focus on reliable execution. You will lead the Billing functional area across the global Google Cloud team.
Google Cloud provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to solve their most critical business problems.
Lead a globally distributed team of engineers who deliver Billing technical support across G Suite and Google Cloud Platform, managing customer problems through effective diagnosis, trouble-shooting, and resolution while maintaining customer empathy.
Develop a vision, goals, priorities, and OKRs, and work alongside the team to accomplish them. Ensure high-quality customer service and ongoing technical skill development.
Resolve high-profile customer escalations and issues, improve the customer experience, and drive initiatives that increase their likelihood of success on our platform.
Understand customer issues and advocate for their needs. Contribute to Supportability Engineering with multiple Product, Site Reliability Engineering, and Engineering teams to improve product quality and reduce contact rate. Partner with Product Management and Engineering across multiple product areas to translate customer needs into better products.
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 this form.