Manager – Salesforce Change Management & Enablement

EXL · Pune, Maharashtra, India · 6 months ago

Owns end-to-end change management for Salesforce releases and process changes (awareness → adoption → reinforcement).
Leads enablement/training programs (cohorts for basic–advanced users) and builds on-demand learning assets (cheat sheets, guides, videos, micro-learning).
Spends ~50%–70% of time directly with users via trainings, surveys, and feedback loops to stay close to user needs.
Establishes feedback and continuous improvement loops, translating user input into actionable items for BAs/product teams and supporting PoCs.
Owns adoption measurement/KPIs and ROI tracking, including dashboards and executive summaries (usage, training effectiveness, satisfaction, query reduction).
Drives user query reduction through proactive training, documentation, simplification, and root-cause-based fixes (vs reactive support).
Creates and maintains SOPs and a centralized knowledge repository to enable self-service.
Oversees trouble ticket governance and RCA, ensuring proper triage and prevention of repeat issues in partnership with support/admin/BA/PO teams.

1. Salesforce User Adoption & Change Management

Own the end-to-end change management strategy for Salesforce enhancements, releases, and process changes—from awareness to sustained adoption.
Define and execute the Salesforce adoption roadmap, including stakeholder impact analysis, readiness planning, communication, training, and reinforcement strategies.
Partner with business stakeholders to ensure consistent Salesforce usage aligned with defined business processes and outcomes.

2. Enablement Program Leadership (Training & Content)

Prepare targeted training and enablement content for areas where users are struggling, based on ServiceNow ticket analysis, user queries, and adoption trends.
Organize and deliver recurring training cohorts for:
- Basic Salesforce usage
- Intermediate process execution and reporting
- Advanced features, productivity, and best practices
Build and maintain on-demand enablement assets, including user cheat sheets, quick reference guides, videos, and micro-learning content.
Support structured onboarding and enablement journeys for new Salesforce users.
Prepare targeted training and enablement content for areas where users are struggling, based on ServiceNow ticket trends, RCA outcomes, user queries, and adoption analytics.

3. User Feedback & Continuous Improvement

Capture feedback from trainings, surveys, and user interactions and convert it into actionable inputs for Business Analysts and product teams.
Establish and manage strong feedback loops between users and delivery teams to improve system functionality and usability.
Support Proofs of Concept (PoCs) with business users to validate new features and process changes before broader rollout.
Own the overall Salesforce Adoption KPI framework and drive sustained improvements in platform ROI.
Measure adoption improvement resulting from enablement programs and change initiatives.
Track and report on metrics such as feature usage, training effectiveness, query volume reduction, and user satisfaction.
Create dashboards and executive-level summaries highlighting adoption gaps, risks, and improvement opportunities.
Drive user query reduction efforts through proactive training, process simplification, and improved documentation.
Analyze recurring user issues and trouble ticket patterns and collaborate with Salesforce Support, Admin, and BA teams to address root causes through system fixes, process redesign, or focused enablement, rather than reactive support.

4. Adoption Measurement, KPI Ownership & ROI

5. User Query Reduction & Process Optimization

6. SOP Creation & Knowledge Management

Create, publish, and maintain Salesforce Standard Operating Procedures (SOPs) and process documentation.
Ensure SOP updates are clearly communicated and adopted by users.
Maintain a centralized enablement and knowledge repository to promote self-service.

7. Feature Optimization & User Experience Improvement

Identify unused or underutilized Salesforce features and drive targeted adoption plans to increase platform value.
Champion user experience improvements, including navigation simplification, layout optimization, field rationalization, and guided workflows, in collaboration with Admin and BA teams.
Oversee the end-to-end Salesforce trouble ticket lifecycle in partnership with Salesforce Support and Admin teams.
Act as the primary business-facing escalation and coordination layer to support users in issue clarification, resolution, and closure.
Ensure tickets are properly triaged, categorized, and prioritized to distinguish between:
- User knowledge gaps
- Process gaps
- System/configuration defects
Drive root cause analysis (RCA) for recurring or high-impact issues and document corrective and preventive actions.
Partner with Business Analysts, Admins, and Product Owners to translate RCAs into:
- Configuration fixes
- Process changes
- Targeted enablement or documentation updates
Track repeat issues and establish mitigation plans to prevent reoccurrence and reduce long-term ticket volume.
Use ticket trends and RCA insights as key inputs into:
- Change management plans
- Training programs

8. Trouble Ticket Governance, RCA & Issue Prevention

Adoption improvement initiatives

Required

5+ years of experience in Salesforce enablement, user adoption, change management, or Salesforce process roles, with program-level ownership.
Strong understanding of Salesforce user journeys (Sales Cloud preferred).
Proven ability to design and deliver effective training and enablement programs.
Strong analytical skills to identify adoption gaps and quantify improvements.
Excellent communication, facilitation, and presentation skills.

Preferred

Core Competencies

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