Change Management Lead -Salesforce Implementation

INSPYR Solutions • Baltimore, MD

2d • Hybrid

About The Position

We are seeking an experienced Change Management Lead to drive the successful implementation and adoption of a large-scale Salesforce 311 modernization initiative. This role will lead organizational change efforts, partner with cross-functional stakeholders, and ensure a seamless transition to an enhanced customer service platform. The ideal candidate has a strong background in enterprise change management, stakeholder engagement, communications, training, and large-scale technology implementations.

Requirements

• Bachelor's degree in Business Administration, Organizational Development, Organizational Leadership, Public Administration, Psychology, or a related field (or equivalent experience).
• 5+ years of experience leading organizational change management initiatives for large enterprise technology implementations.
• Experience supporting CRM, ERP, or enterprise application implementations, with Salesforce experience strongly preferred.
• Demonstrated success leading enterprise-wide change management, communications, stakeholder engagement, and user adoption initiatives.
• Experience developing and delivering training programs, communications, and organizational readiness plans.
• Strong knowledge of change management methodologies such as Prosci ADKAR, Bridges Transition Model, or similar frameworks.
• Experience working within Agile or traditional project management environments.
• Excellent communication, facilitation, presentation, and stakeholder management skills.
• Strong analytical, organizational, and problem-solving abilities.

Nice To Haves

• Salesforce implementation or modernization experience.
• Experience with Salesforce Service Cloud or Salesforce 311 solutions.
• Prosci Change Management Certification (or equivalent).
• PMP or other project management certification.
• Experience developing eLearning or digital adoption content using tools such as WalkMe, Pendo, Whatfix, or Articulate.
• Experience working within government, municipal, or other highly regulated environments.

Responsibilities

• Lead the change management strategy for a large enterprise Salesforce implementation and modernization initiative.
• Develop and execute organizational change management plans that drive user adoption and minimize business disruption.
• Partner with business leaders, IT teams, and cross-functional stakeholders to ensure successful implementation and alignment across the organization.
• Facilitate stakeholder meetings, workshops, and change readiness activities.
• Create and execute communication plans, training strategies, and end-user support materials.
• Develop user guides, process documentation, standard operating procedures, and training resources.
• Monitor adoption metrics, training effectiveness, and overall organizational readiness, making adjustments as needed.
• Identify risks to successful adoption and develop mitigation strategies.
• Support business process improvements and help optimize system utilization following implementation.
• Track project milestones, implementation progress, and adoption metrics, providing regular status updates to leadership.
• Collaborate with project managers and technical teams throughout the implementation lifecycle.

Benefits

• Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other protected status.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior