Data and AI GTM - Customer Journey Lead

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

We are excited to welcome a Data and AI GTM - Customer Journey Lead to our dynamic team. In this role, you will be at the forefront of shaping exceptional customer experiences by designing, orchestrating and optimizing the end-to-end customer journeys, particularly during platform transformations, post-merger integration (PMI), commercial change, and technology evolution scenarios.

As a strategic, cross-functional leader, you are responsible for modeling customer journey, proactively identifying technical, commercial and operational risks, and designing targeted acceleration and incentive packages to guide customers through cohesive, value-driven experiences, safeguarding customer trust, continuity and long-term value realization.

You will lead high‑impact customer engagement, onboarding, and retention initiatives, codifying successful outcomes into scalable frameworks and field assets that drive global impact. If you thrive in a fast‑paced, collaborative environment and are passionate about guiding customers on their journey toward the Autonomous Enterprise, this is a unique opportunity to make a lasting difference.

Responsibilities

• Design and map end-to-end customer journeys spanning onboarding, cloud migration, solution expansion, data modernization and agentic AI transformation.
• Perform deep, multi‑dimensional impact analysis to anticipate and mitigate risks during solution transformations, platform migrations, commercial model shifts, and acquisitions, protecting business continuity, trust, and customer investments.
• Partner closely with cross-functional teams to align strategy, messaging and execution across the customer lifecycle.
• Drive GTM and commercial initiatives that optimize customer journeys, accelerate productive go-lives, and strengthen customer loyalty.

• Build service and incentive packages to facilitate customer transitions and adoption.
• Leverage customer insights, feedback, and performance data to identify pain points, uncover opportunities, and drive actionable recommendations.
• Develop targeted programs to improve customer satisfaction, engagement, and sustainable value realization.

• Promote best practices and innovative approaches to address customers’ specific business and technology challenges.
• Define, track, and report key success metrics to measure the impact of customer journey programs.
• Support training and enablement to ensure SAP field teams and partners are equipped to consistently deliver exceptional customer experiences on a global scale.

Required Skills and Qualifications

• 4+ years of experience in GTM, sales, pre-sales, customer experience, consulting or business development roles.
• Bachelor’s degree in Technology, Business, Marketing, or related field.
• Strong program management and stakeholder coordination skills, effectively engaging technical, commercial, and partner teams to drive results.
• Experience with customer journey mapping and lifecycle design, translating strategy and customer insights into scalable execution.
• Executive communication and presentation skills, confidently articulating SAP strategies, simplifying complex concepts, and addressing challenging questions across business, technical and executive audiences.
• Strong commercial acumen, with deep understanding of enterprise buying cycles, complex deal structures, and value-based selling.
• Ability to develop high-impact content and visualizations for internal and external audiences.
• Working experience with enterprise software platforms, particularly in data, analytics, or AI; experience with data warehousing or master data management is a plus.
• Strategic, analytical, and problem‑solving skills, with ability to navigate ambiguity.
• High learning agility and adaptability in fast-changing business environments.

SAP is not offering relocation assistance with this role

SAP is not offering sponsorhip with this role

Travel Requirements up to 30%

Bring out your best
SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

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 187700-399600. 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. A summary of benefits and eligibility requirements can be found by clicking this link: www.SAPNorthAmericaBenefits.com.Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 454542 | Work Area: Sales Support | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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