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Job Overview
The Sr. Global Customer Marketing Manager is primarily focused on building programs with a customer first mindset focused on helping SAP Concur administrators get the most out of the solution(s) their company has already purchased. They deliver creative, engaging and turnkey programs field marketing can leverage in their local marketing plans to drive customer optimization, end user utilization and ultimately retention and loyalty. Additionally, they will craft internal educational content targeting our customer success teams to support their engagement with customers, providing insight into resources and tools the customer facing teams can leverage in their business reviews and other customer engagements. This role will also leverage the SAP Concur Community as a global hub for customers looking for self-service resources.
The Sr Global Customer Marketing Manager leverages insights from the field, engagement with customers and other research to craft, in collaboration with other Global Customer Marketing teammates, a strategy for optimization as part of our broader retention efforts. This role also works across the organization with cross functional partners including Field Marketing, Customer Success, Digital Marketing, Intgrated Marketing Campaigns and communiactions, Corporate Events, Global Product and Solution Marketing and Soltuion Lifecycle Programs.
Working in close partnership with the Sr Global Customer Marketing Manager for Customer Communications and other team members, the Sr. Global Customer Marketing Manager also supports customer communications as they pertain to solution changes, knowing these communications directly impact our customers’ ability to use and leverage their solutions to the fullest.
Responsibilities
Customer Optimization
- Develop a strategy for customer optimization education resources as a key component to overall customer retention
- Create the global program strategy and develop global assets focused on providing education targeted at administrators
- Distribute Timely Topics (and other educational content) on, at least, a quarterly basis, in a format that makes it easy for Customer Success and Field Marketing to easily leverage with their local customers including translated and localized content for focus markets
- Partner with local field marketing to understand their unique needs, drive program execution and facilitate best practice sharing
- Curate content and update existing content for the Reporting Hub on SAP Concur Community to educate administrators on how to best leverage reporting for their SAP Concur solutions
- Provide regular updates to our customer facing partners to ensure they stay up to date on the information available
- Own Tips and Tricks document for administrators working to find ways to keep the content up to date while dividing the content into consumable topic-driven assets. Solution Change Customer Comms
- Create strategy and drive execution of customer communications for solution changes like solution migrations and/or retirements Drive cross functional alignment throughout the planning and deployment process
Requirements
Education & Experience
- B.A. or B.S. in Marketing, Communications or related degree
- 7+ years experience creating customer marketing programs
- Proficient in e-mail marketing automation (e.g. Marketo) and salesforce automation (e.g. Salesforce and Tableau)
- Proficient in Microsoft Word, Excel and PowerPoint
- SaaS and international experience a plus
- Knowledge of SAP Concur solutions and/or experience with SAP Concur customers
Job Specific Knowledge & Skills
- Passionate about the value of educating customers
- Inquisitive and data driven with the ability to translate insights into programs and actions
- Strategic and creative thinker with an eye for detail and managing to deadlines
- Excellent messaging and content development skills
- Excellent project management skills
- Strong presentation and communication skills
- Ability to collect and synthesize feedback from a broad group of stakeholders
- Incredible attention to detail
- Ability to manage multiple projects simultaneously and respond to challenging situations
- Self-directed team member who is equally comfortable working with a team
- Customer focused with a keen understanding of the SAP Concur customer lifecycle
We build breakthroughs together
SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.
We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
EOE AA M/F/Vet/Disability
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 97,000 - 213,800 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.
Requisition ID: 382550 | Work Area: Marketing | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: Virtual - USA #LI-Hybrid