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
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.
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 (India)
🏢 EXL
📍 India