Change Management Lead - CRM

Seeking a versatile Change Management Lead to serve as the vital link between technical innovation and organizational achievement. In this high-impact capacity, you will spearhead the people-centric strategy for our Salesforce evolution, ensuring the realization of system ROI through the creation of a robust adoption framework. This role requires a blend of strategic vision and tactical delivery, where you will convert intricate technical updates into user-centric training assets and maintain full accountability for the training roadmap.

By partnering with cross-functional stakeholders to develop role-based curricula and managing post-launch Hypercare support, you will utilize adoption analytics to drive sustained proficiency and transform enterprise-wide system engagement.

This position does not offer immigration sponsorship (current or future) including F-1 STEM OPT extension support.

• 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).

• 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.

• 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.

• 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.

• 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.

• 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 Walk Me.

• Previous experience driving change within financial services, data management, or a B2B technology environment.

• Agile/Scrum certification or Project Management Professional (PMP) credentials.

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