The role you describe is a technical account manager and Google has hired many. I’m a Google cloud partner and every project I’ve worked on has had multiple TAMS doing exactly what you describe, working hand in hand with customers, connecting the customer to product engineers, to support, navigating Black Friday and Christmas, etc...
To me, Google has always felt like the Stack Overflow of enterprise companies. Our questions to Google have been met with "You're trying to do it this way, but what you really want to do is this". Or worse, they'll send us a link to a document which we've already read ourselves and then just go silent.
They've never tried to deeply understand our use cases or business at all. Hopefully they turn this around but IMO, Google is absolutely horrible at B2B, they're just not currently set up to do it correctly.
I had this experience too around 2015-2017, but I've noticed a big difference between 2018 and now. They've hired a large number of people whose job is primarily focused on understanding the customer's business and use case. Most of these people have empathy in my experience.
In the large enterprise migrations I've worked on the past 2 years, I haven't heard a Google employee or partner say, "you're doing it wrong." Sometimes there is a response along the lines of, "we don't recommend doing it that way for the following specific reasons. For your consideration, here are alternatives we recommend for your use case. We've filed your use case as a feature request with product."
Additionally, I've seen issues which block a migration to GCP get escalated and fixed quickly. Issues which in ~2015 might have garnered a, "you're doing it wrong" response.
I've noticed a real shift in attitude and execution. There is genuine empathy and an attempt to understand how enterprise customers run their workloads in the cloud, multi-cloud and hybrid-cloud.
