Provide technical subject matter expertise on products within the Google Marketing Platform (GMP) Stack, supporting >100 self-service agencies and direct marketers primarily on the Display & Video 360 (DV360) and Campaign Manager 360 (CM360) platforms. Serve as the internal escalation point of contact for complex technical questions. Develop documentation for prepared responses, knowledge base articles, and other internal/external training materials. Nurture, maintain, and grow client relationships by delivering a consultative and solution-oriented approach. Train and mentor new hires.Highlighted Accomplishments:➢ Maintained a 100% CSAT score along with multiple positive ratings on the DV360 platform.➢ Consistently exceeded the department's 50% utilization goal (not including onboarding and training new team members).➢ Performed with the top 5% of Platform Support Specialists in the DV360 Slack Channel.Additional Achievements:➢ Represented the department in agency/sector and internal leadership roundtables.➢ Successfully created an external-facing Restrictive Policy Document that resulted in a reduction of Support Team hours by helping internal team members and clients more effectively navigate Google's restrictive policies.➢ Performed as the only Platform Support Specialist to walk a client through a Brand Lift Study, setting benchmarks to compare other advertisers within the vertical.

Provided dedicated ticket system customer support for self-service media clients on the CM360 and DV360 platforms. Provided answers to technical questions while escalating technical issues to Google Support, managing communication to ensure an effective resolution. Acted as a department representative as a technical expert in cross-departmental projects.Highlighted Accomplishments:➢ Ensured all responses and resolutions to all client requests within the guaranteed service level agreement timelines.➢ Recognized as a subject matter expert on CM360, able to provide advanced training to clients.➢ Received and maintained CM360, SA360, and DV360 certifications.

Provided dedicated technical support and troubleshooting for the platform, including instructing clients on how to use the software while streamlining their processes. Maintained and updated ticket response reporting from initiation through resolution. Managed ticket escalations while communicating between senior technical experts and the customer.Highlighted Accomplishments:➢ Successfully exceeded company metrics for call duration and ticket entry to close ratios.➢ Maintained a 100% customer satisfaction score two years in a row.