Job Category
Customer Success
Job Details:
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. As part of the Experience Services Competency in Salesforce Professional Services, the team is seeking a Human-Centered Change Senior Manager. The Human-Centered Change Senior Manager is responsible for ensuring overall delivery excellence and quality across Salesforce Professional Services customers. They have strong Public Sector consulting experience and a deep understanding of Human-Centered Change services deliverables. They strive to better understand and improve processes to help our Experience Services team thrive. The Human-Centered Change Senior Manager also partners with other roles on customer engagements to ensure customer and Salesforce Professional Services success.
Your Impact:
Key Responsibilities
Strategic Advisory: Serve as a trusted advisor to our customers, advising on change management best practices while recommending potential areas for improvement.
Organizational Analysis: Conduct change impact, readiness, and barrier analyses to understand a customer’s capacity for leading transformational change. Identify key strategies for laying the foundation for transformation success. Conduct stakeholder interviews and process reviews.
Change Strategy: Develop and execute holistic change strategies for complex transformation initiatives. Partner with customers to define key performance indicators and program success metrics. Scale human-centered change practices and new ways of working.
Change Execution: Lead change management activities, including needs analysis, change readiness assessment, communication planning, training planning and delivery, and the creation of related work products to support plans. Leverage AI tools in creation and execution of plans.
Stakeholder Alignment: Drive stakeholder alignment, engagement, and buy-in across functions. Facilitate cross-functional partnerships to craft and implement new ways of working across functions.
Leadership Coaching: Coach senior leaders, managers, and supervisors on Human-Centered Change best practices and articulate the value of change strategies.
Methodology Integration: Integrate human-centered service design, behavior change science methodologies, and Design Thinking methodology and outcomes into the Human-Centered Change roadmap. Demonstrate repeatable change methodologies for customer self-sustainment.
Operational Excellence: Collaborate closely with program management teams to integrate change strategies into program delivery. Identify and proactively manage risk areas and commit to seeing an issue through to complete resolution.
Team Leadership: Positively impact customer renewals and extensions (when applicable). When applicable to a project assignment on a customer engagement, lead other Human-Centered Change team members to drive results, and serve as a point of escalation for team members.
Business & Practice Impact: Identify and lead internal strategic initiatives to grow the consulting practice; serve as an active contributor to the community’s overall knowledge base and expertise. Generate positive feedback from internal teams and leadership.
Experience/Skills Required
Experience:
Minimum 8 years of industry experience in customer-facing roles leading complex experience-led engagements with large-scale transformation, as part of a cross-functional team. Track record of delivering exceptional experiences from start to finish.
Core Competencies:
Experience leading Human-Centered Change, Business Value, or Design Thinking relevant workstreams. Deep knowledge of change management principles, methodologies, and tools. Application of AI tools in Human-Centered Change services delivery.
Communication: Excellent verbal and written skills. Passionate about delivering Human-Centered Change with the ability to articulate Human-Centered Change value to stakeholders at all levels. Strong workshop design and facilitation skills.
Problem Solving: A proactive, resourceful, creative thinker with the ability to inspire others and who can navigate dynamic situations.
Relationship Management: Consistent track record of building customer relationships. A great listener with the ability to connect with people in diverse roles.
Certifications:
Holds the Prosci® Change Management Certification. Sector Expertise: Proven experience with Public Sector customers (Federal Civilian, Defense, State & Local Government, Nonprofit, or Education).Education: BA/BS or MA/MS in a related field, or equivalent experience.
Travel:
A willingness to travel when required (up to 25-30% of the time) and an understanding of the value of working onsite with our customers.
Other Requirements: Candidates must be a United States citizen.
Preferred Qualifications:- Salesforce Administrator CertificationSalesforce Strategy Designer CertificationSalesforce Agentblazer Innovator or Agentblazer Legend Credential
- Leadership Qualities
- Passion: Passionate about customer success.
- Mindset: Approaches work with a "Beginner’s Mind" - always learning and listening.
- Leadership: Self-aware and strategic thinker; proficient at building strong relationships and managing personnel.
- Engagement: A strategic storyteller who influences C-level executives with clarity and authority.
- Team Player: Adept at collaboration and working with members of a multi-functional team.
- Trust: Trusts and demonstrates the company’s core values; shows integrity, transparency, and reliability.
- Adaptability: Excels in high levels of uncertainty and change.
- Agility: A collaborative team player who moves fast to drive business value and results in uncertain environments.
- Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com. At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $150,100 - $227,000 annually. There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $180,200 - $247,900 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.
