Job Summary & Key Responsibilities: Framework Development & Strategic Consulting
- Designs, develops, establishes, and maintains a change management framework rooted in best practices.
- Consults with project teams to identify root cause issues within established processes.
- Assesses the impact of changes and provides guidance on communication plans.
- Tactical Task: Leads Pre-Launch Change Impact Analyses to review Current vs. Future States and drafts targeted communication cadences (e.g., T-Minus 3 weeks teasers, WIIFM messaging).
Cross-Functional Collaboration & Training (Translating Tech)
- Works collaboratively with the Salesforce Experience Feature Owners and identifies customer and operational needs to support project execution.
- Leads the facilitation of knowledge transfer to partners.
- Translates complex technical system enhancements into user-friendly training materials and business processes.
- Tactical Task: Partners with Enablement to develop role-based training content and "Just-in-Time" Quick Reference Guides (QRGs), attending User Acceptance Testing (UAT) with Salesforce Champions.
Resistance Management & Process Improvement
- Identifies resistance gaps and develops actionable solutions to address them.
- Partners with senior leadership to eliminate barriers and ensure the execution of change management plans.
- Facilitates the mapping of key business processes and suggests improvements.
- Drives the change management strategy by prioritizing requests, determining scope, and developing risk mitigation strategies.
- Tactical Task: Coordinates Hypercare channels (e.g., Slack/Teams) during Go-Live and hosts Open Office Hours post-launch to actively triage resistance and confusion.
Performance Tracking & ROI Optimization
- Drives awareness by leading the tracking, measurement, and reporting of project plan progress.
- Develops reporting strategies, creates status overview summaries for senior leadership, and defines key performance indicators (KPIs).
- Establishes KPIs, conducts readiness assessments, and tracks metrics to measure system ROI and user adoption.
- Tactical Task: Monitors Salesforce adoption dashboards alongside Sales Ops to identify lagging teams and partners with Sales Managers for targeted 1:1 coaching.
What Qualifications Do You Need - Bachelor's degree in Communications, Human Resources, Organizational Psychology, Business Administration, or a related field.
- 7+ years of dedicated experience in Change Management, IT Transformation, or Organizational Readiness.
- Demonstrated experience managing the "people side" of change for large-scale enterprise system deployments, with a strong preference for Salesforce experience.
- Deep understanding of change management tools, methodologies, and principles, such as the Prosci ADKAR model.
What Could Set You Apart - Prosci Certification or a similar professional certification like CCMP.
- Salesforce Certifications (e.g., Certified Salesforce Administrator) or a deep functional understanding of the ecosystem.
- Experience managing or implementing Digital Adoption Platforms (DAPs) like Pendo, Spekit, or WalkMe.
- Previous experience driving change within financial services, data management, or a B2B technology environment.
- Agile/Scrum certification or Project Management Professional (PMP) credentials.
This role requires being in the office 3 days/week on Tues - Thurs. This position does not offer immigration sponsorship (current or future) including F-1 STEM OPT extension support. #LI-Hybrid
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