EXL

Manager – Salesforce Change Management, Enablement

EXL

full-time

Posted on:

Location Type: Hybrid

Location: Pune • India

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Tech Stack

Cloud

About the 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.

Requirements

  • 5+ years of experience in Salesforce enablement, user adoption, change management, or Salesforce process roles, with program-level ownership.
  • Strong understanding of Salesforce user journeys (Sales Cloud preferred).
  • Proven ability to design and deliver effective training and enablement programs.
  • Strong analytical skills to identify adoption gaps and quantify improvements.
  • Excellent communication, facilitation, and presentation skills.
  • Salesforce certifications (Admin, Advanced Admin, Business Analyst).
  • Experience creating SOPs, training guides, videos, and learning paths.
  • Change leadership and stakeholder influence
  • User-centric mindset and empathy
  • Data-driven decision making
  • Program and Enablement Management
  • Strong collaboration across business and technology teams
  • Issue governance, root cause analysis, and preventive problem management
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Salesforcechange managementuser adoptiontraining program designadoption measurementKPI trackingroot cause analysisSOP creationdata-driven decision makingprogram management
Soft Skills
communicationfacilitationpresentationcollaborationstakeholder influenceuser-centric mindsetempathyanalytical skillscontinuous improvementproblem management
Certifications
Salesforce AdminSalesforce Advanced AdminSalesforce Business Analyst