Organizational Change Management (OCM) Specialist (Salesforce Transformation)

Role Summary

We are seeking an experienced Organizational Change Management (OCM) Specialist to lead the people-side transformation for a large-scale Salesforce (Sales Cloud & Service Cloud) implementation. In this role, you will be the bridge between technical deployment and end-user adoption, ensuring that our business units are fully prepared for, trained on, and enthusiastic about the new platform.

The ideal candidate will have a proven track record of managing change in complex, matrixed environments, with specific expertise in driving user adoption for Salesforce CRM ecosystems.

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Core Responsibilities

< class="" data-path-to-node="10">1. Change Strategy & Stakeholder Engagement

• Change Roadmap: Develop and execute a comprehensive Change Management Strategy tailored to the Salesforce rollout.

• Impact Assessment: Perform change impact assessments to identify groups most affected by the shift from legacy systems to Salesforce.

• Stakeholder Management: Serve as a trusted advisor to leadership; lead change agent networks to ensure cross-functional alignment and executive buy-in.

< class="" data-path-to-node="12">2. Communication & Readiness

• Communication Plan: Create and deliver a consistent, multi-channel communication plan that articulates the "Why" and "What''s in it for me?" (WIIFM) for end-users.

• Adoption Metrics: Define and track KPIs for user adoption, ensuring the organization reaches its intended ROI through system utilization.

• Readiness Tracking: Conduct ongoing readiness surveys and focus groups to gauge sentiment and address resistance early.

< class="" data-path-to-node="14">3. Training & Enablement

• Training Strategy: Design a comprehensive training curriculum (instructor-led, e-learning, and just-in-time support) specific to Sales Cloud and Service Cloud features.

• Content Development: Produce high-quality documentation, user guides, and "Quick Start" videos to support self-service learning.

• Knowledge Transfer: Facilitate "Train-the-Trainer" sessions to empower department leads to support their teams during and after go-live.

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Required Qualifications & Skills

• Experience: 5+ years of OCM experience, with at least 3 years specifically in Salesforce CRM transformations (Sales/Service Cloud).

• Domain Knowledge: Deep understanding of the Salesforce ecosystem and the common cultural hurdles associated with CRM adoption (e.g., data hygiene, transparency, mobile field usage).

• Strategic Communication: Exceptional ability to craft messaging that resonates with diverse personas, from field sales representatives to customer service agents and executives.

• Methodology: Proficiency in established change management frameworks (e.g., Prosci/ADKAR, Kotter’s 8-Step Process).

• Data-Driven: Ability to use Salesforce usage metrics, adoption dashboards, and survey data to pivot change strategies in real-time.

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Preferred Qualifications

• Certification: Prosci Change Management Practitioner or CCMP (Certified Change Management Professional) is highly preferred.

• Industry Experience: Background in logistics or high-velocity sales environments is a significant plus.

• Tools: Experience with Digital Adoption Platforms (DAP) like WalkMe, Pendo, or similar in-app guidance tools.