Description

Role Overview

As the Change Management Manager, you will be responsible for the "people side of change" for our internal Cloud Success platform. Your mission is to ensure that our Cloud Success personas—Engineers, Architects, Guides, and Onboarding Specialists—not only understand the changes coming to their tools but successfully adopt them into their daily work.

You will act as the bridge between the Business Transformation teams and the Internal Cloud Success users, translating complex platform changes into clear, actionable communications and training paths. You will use data to track adoption and proactively design interventions where users are struggling. You will be a change adopter yourself, and will leverage the latest AI capabilities and internal tools to accomplish these goals.

Key Responsibilities

1. Communication & Stakeholder Engagement

• Communication Strategy: Design and execute a comprehensive communication plan that explains the "Why, When, and How" of platform changes.

• Persona-Based Messaging: Tailor communications to specific Cloud Success personas, ensuring each role understands "what's in it for me," and partnering with Creative Experts to "tell our story" to the broader organization.

• Feedback Loops: Establish and manage channels for internal users to provide feedback, ensuring the project teams hear the "voice of the user" throughout the project lifecycle.

2. Adoption & Readiness

• Change Impact Analysis: Partner with project teams to identify exactly how new features will change the day-to-day work of internal users.

• Change Adoption Framework: Develop and execute a framework that ensures that employees don’t just have access to new tools or processes, but actually embrace, learn, and use them consistently. The framework should take into account the phases of change including awareness and alignment, readiness, and engagement and advocacy.

3. Measurement & Data-Driven Strategy

• Adoption Metrics: Define and track Key Performance Indicators (KPIs) for adoption (e.g., login frequency, feature utilization, time-in-tool, and error rates).

• Sentiment Analysis: Conduct post-deployment surveys and focus groups to measure the "health" of the change.

• Intervention Planning: Identify cohorts with low adoption and develop targeted solutions—such as "Office Hours," refined documentation, or UX feedback—to improve proficiency.

Required Qualifications

• Experience: 3+ years in Change Management, Internal Communications, or Business Transformation, ideally within a SaaS or high-growth tech environment.

• Methodology: Deep understanding of industry-standard Change Management frameworks (e.g., Prosci/ADKAR, Kotter, or ACMP).

• Technical Fluency: Ability to quickly learn the Salesforce/Cloud Success ecosystem.

• Analytical Skills: Proficiency in using data to tell a story. You should be comfortable using Salesforce dashboards or BI tools to track user behavior.

• Influence: Proven ability to influence without authority, gaining buy-in from both busy executives and technical individual contributors.

*LI-Y