Description
- 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.





Responsibilities
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
- Bu

📌 Manager – Salesforce Change Management (Pune)
🏢 EXL
📍 Pune