COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

About the Role:

We are looking for a passionate marketing and communications veteran to lead customer communications for the SAP Product Support organization. Our Communications Manager will be responsible for crafting and executing a communications strategy for a technical support organization for one of the largest and most influential technology companies in the world. A successful candidate will have the opportunity to define, build and manage an industry leading outreach program that transforms the client technical support experience. This role will entail the creation, documentation and execution of the strategy to communicate with our customers with the end goals of increasing their satisfaction, driving positive perception, humanizing interactions with support, and offering proactive help and advice to customers. You will be a strategic partner for the organization as it works to deliver experience transforming changes to the customer experience. You will provide functional guidance and leadership for other communications team members.

Duties and Responsibilities: Provide thought leadership and functional expertise on the following core tasks:

• Manage research to build understanding of user expectations
• Lead the translation of user expectations into actionable marketing strategies and frameworks in the areas of user experience, brand strategy, communication strategy, content strategy, media strategy
• Drive and offer oversight on the creation and implementation of programs that drive awareness, shift perceptions of the SAP Product Support brand, and drive engagement
• Supervise and Manage relationship with SAP Marketing agencies where applicable
• Drive organization-wide generation of value add content for use
• Act as a functional lead for communications managers specializing in perception marketing, social media and day to day executions work.
• Manage communications campaigns, and all day-to-day activities. Duties include online advocacy, writing editorials, community-outreach efforts, and the sharing of timely service updates etc.
• Offer oversight on our social media efforts and ensure they align with overall support strategy on an ongoing basis.
• Become an advocate of SAP Product Support in all channels, engaging in dialogues and answering questions where appropriate
• Set goals for and monitor success against effective benchmarks for measuring customer engagement
• Regularly feed insights gained from customers into the Product Support organization
• Monitor trends in communications tools, trends and applications and evaluate and recommend how and where we can best reach our customers
• Help us identify critical content, and organize it for customer consumption and delivery, across a complex and large volume of product offerings.
• Lead Product Support team participation and presence in SAP and client events
• Organize live events / webinars and events on topics of interest
• Provide oversight and guidelines for existing communications programs already in place across SAP Product Support
• Ability to act as a lead and mentor for other team members

Knowledge, skills and abilities:

You have a demonstrated ability to interact with and cooperate across different functional organizations and a track record of applying innovative solutions to exponentially increase client satisfaction and support customer value. You are a proactive learner and creative problem solver who enjoys being in a fast-paced environment and enjoys interactions that lead to ultimate customer success and satisfaction. You have exceptionally strong project-management, marketing and social media skills, experience with delivery of communications on behalf of service based organizations, and you have supported technology applications. You strive to exceed customer expectations.

Skills:

• Strong project management or organizational skills

• Knowledge and understanding of traditional, live and social media platforms and their respective participants (Email, User Groups, Blogs, Communities, Support Portals, Facebook, YouTube, Twitter, RSS feeds, Blogs etc.) and how they can be leveraged in different scenarios

• Ability to effectively communicate information and ideas in written and verbal format, and build and maintain relationships

• Team player, with the confidence to take the lead and guide other departments when necessary

• Have a good knowledge of principles of SEO

• Public relations, Marketing, Sales, Community Management experience a plus
• Ability to work independently in a fast paced environment
• Comfortable interacting with all levels of management within the Product Support organization
• Enthusiasm, strong work ethic and a positive attitude
• A passion for innovation and creation of world class client experiences

Competencies:

Project Management; Marketing; Social Media; Written and Verbal Communication; Event Coordination; Job Knowledge; Results Focused; Teamwork; Services Marketing

Education and Experience:

• A 4-year degree and 10+ years of demonstrated marketing and communications leadership experience
• An understanding of enterprise software, both on premise and ASP (“on-demand”, SaaS)

SAP’S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Additional Locations: Virtual – USA