Change Management Lead – Salesforce Implementation

Location: Baltimore, MD (Hybrid – 3 days onsite per week)
Job Type: Long-Term Contract

Position Overview

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.

Key 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.