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About the role
Google Cloud Support is responsible for providing technical support for Google Cloud products globally. Within the Support organization, the Strategy, Systems, and Intelligence (SSI) team operates as a central strategic function that drives the evolution of the support model.
What they're looking for
- Bachelor's degree or equivalent practical experience
- 8 years of experience in a management consulting, sales operations, business strategy or corporate advisory role
- Experience in leading commercial modeling, service design, or portfolio management for a global organization
- Experience working directly with and providing counsel to executives (Director/VP) regarding business strategy and business generation
- Experience in cross-functional stakeholder management, specifically bridging technical delivery teams and commercial/sales functions
More about this role
- Design end-to-end and iterate the service model, service offerings, and the overall customer experience outside of the direct product interface (e.g., the Northstar Experience).
- Conduct customer pain point research, write formal Product Requirements Documents (PRDs), and define launch readiness criteria for new product features.
- Co-design and define the support journey within the product experience (e.g., Gemini Cloud Assist integration, contextual help), focusing on optimizing systems like AppHub and Personalized Service Health (PSH).
- Engage with Product, Engineering, and Partner teams to ensure alignment on service model execution and support readiness.
- Bachelor's degree or equivalent practical experience.
- 8 years of experience in a management consulting, sales operations, business strategy or corporate advisory role.
- Experience in leading commercial modeling, service design, or portfolio management for a global organization.
- Experience working directly with and providing counsel to executives (Director/VP) regarding business strategy and business generation.
- Experience in cross-functional stakeholder management, specifically bridging technical delivery teams...
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