Change Management Lead

Title: Change Management Lead

Location: Baltimore, MD

Duration:  12 Months Contract

 Position Summary

We are seeking an experienced Change Management Lead to guide a large-scale Salesforce modernization and optimization initiative. This role will lead organizational change, stakeholder engagement, communications, training, user adoption, and continuous improvement efforts to ensure successful implementation and long-term adoption of the modernized platform.

The ideal candidate will have experience leading enterprise CRM/ERP implementations, strong organizational change management expertise, and the ability to work across multiple business units and technical teams.

Key Responsibilities

Change Management & Implementation

Develop and execute comprehensive change management strategies for enterprise Salesforce implementations.

Lead initiatives to address resistance to change, user readiness, and adoption.

Apply structured change management methodologies such as ADKAR, Bridges’ Transition Model, McKinsey 7-S, or Nudge Theory.

Develop strategies to minimize disruption and maximize value realization during system modernization.

Stakeholder Management

Serve as a key liaison between business operations, IT, technical teams, and partner organizations.

Facilitate stakeholder workshops and working sessions to gather requirements and identify process improvements.

Build strong relationships with stakeholders at all organizational levels.

Drive cross-functional collaboration and alignment throughout the implementation.

Training & User Adoption

Design and manage user training programs, system documentation, job aids, and performance support materials.

Monitor user adoption and experience metrics.

Gather feedback from users and continuously improve training and support strategies.

Support staff and leadership through system and process changes.

System & Process Optimization

Evaluate system performance, adoption, and operational efficiency to identify improvement opportunities.

Support troubleshooting of complex issues involving Salesforce functionality, integrations, workflows, data, and reporting.

Develop and maintain SOPs, system documentation, best practices, and process documentation.

Identify opportunities to improve business processes and reduce operational inefficiencies.

Risk Management

Identify risks related to user adoption, resistance, technical challenges, and operational disruption.

Develop risk mitigation strategies and contingency plans.

Support data integrity, compliance, and operational readiness throughout the modernization.

Reporting & Analytics

Track user adoption, system utilization, training completion, readiness, and implementation metrics.

Analyze trends and use data to recommend improvements.

Prepare progress reports, risk updates, and recommendations for senior leadership and project sponsors.

Required Qualifications

·       Bachelor''''s degree in Psychology, Business Administration, Management, Organizational Leadership, Public Administration, or a related field.

·       5–7 years of progressive experience managing large-scale CRM or ERP implementations.

·       Experience with Salesforce implementations strongly preferred.

·       Demonstrated experience leading enterprise-level organizational change initiatives.

·       Strong knowledge of organizational change management methodologies such as ADKAR, Bridges’ Transition Model, McKinsey 7-S, or Nudge Theory.

·       Experience with Agile/project management methodologies and tools, such as Jira or PMP-based practices.

·       Excellent communication, leadership, facilitation, and stakeholder management skills.

·       Strong analytical and problem-solving abilities.

·       Ability to manage multiple priorities and complex initiatives in a fast-paced environment.

Preferred Qualifications

·       Master''''s degree in Organizational Psychology, Organizational Development, Business Administration, or related field.

·       Prosci, CCMP, Salesforce, or other relevant certifications.

·       Experience in government or public-sector environments.

·       Experience with performance support tools such as Whatfix, Pendo, or WalkMe.

·       Experience with online training tools such as Articulate.

·       Experience working with Learning Management Systems (LMS).

·       Experience developing enterprise training programs.

·       Familiarity with complex systems integration and organizational transformation.