EXL·5 months ago
5 months ago
Manager – Salesforce Change Management & Enablement
Sign up free to see how well your resume matches this role.
About this role
- 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.
Company
EXL
Pune, India
Company facts come from this company's own listings. We only show what the postings themselves carry.