Senior Change Manager – Salesforce

Job not on LinkedIn

November 25

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

💵 $150k - $175k / year

⏰ Full Time

🟠 Senior

🤑 Sales

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Penrod

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Healthcare Insurance • SaaS • Enterprise

Penrod is a leading Salesforce implementation, advisory, and managed services partner that specializes in the healthcare and life sciences sectors. They provide tailored solutions using Salesforce products such as Health Cloud, Sales Cloud, Experience Cloud, and more to help healthcare providers, medical device companies, pharmaceuticals, and insurance companies enhance their customer engagement and streamline business processes. Penrod is recognized for solving complex healthcare challenges with Salesforce, making them a trusted partner for providers, medtech, pharma, and laboratories. With a strong focus on healthcare, Penrod aims to deliver exceptional experiences through robust and custom Salesforce solutions. Their expertise is proven across the entire care ecosystem.

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

🏢 Enterprise

💰 Venture Round on 2022-02

📋 Description

• Develop, manage, and execute comprehensive organizational change management strategies (stakeholder analysis, communications, training, resistance management, and change readiness assessments) tailored for Salesforce implementation projects. • Work directly with hospital system executives, IT leadership, and operations managers (e.g., Contact Center Directors) to define the vision for the future state, particularly how new technology impacts patient scheduling, triage, billing, and provider communication. • Establish and track OCM metrics (adoption rates, utilization proficiency, error reduction) to measure the effectiveness of change interventions and ensure desired business outcomes are achieved. • Design training programs and materials specifically focused on the end-user experience for agents, nurses, and staff utilizing Salesforce Health Cloud or Service Cloud within a high-volume contact center environment. • Translate technical Salesforce features (e.g., Omnichannel routing, CTI integration, Service Console navigation) into clear, process-driven communications and job aids for frontline staff. • Lead efforts in defining new organizational roles, operating models, and governance structures required to support the newly implemented Salesforce platform and streamlined contact center workflows. • Identify, analyze, and prepare risk mitigation tactics for key stakeholder groups who will be impacted by the changes, including patient access representatives, clinical support staff, and IT system owners. • Develop and deliver clear, persuasive communications (memos, presentations, intranet content) that articulate the "why," "what," and "how" of the transition, focusing on value realization for the end-users. • Serve as a bridge between technical implementation teams and operational end-users, ensuring solutions meet functional needs and are adopted enthusiastically.

🎯 Requirements

• 5+ years of progressive experience in Organizational Change Management (OCM) and/or training development for large-scale technology transformations. • 2+ years of hands-on experience leading change management for Salesforce implementations (Service Cloud, Health Cloud, or Sales Cloud). • Demonstrated experience within the Health & Life Sciences (HLS) industry, specifically working with hospital systems, payers, or large clinical organizations. • Direct experience leading transformation in a Contact Center, Call Center, or Patient Access setting, understanding agent workflows, KPIs, and operational challenges. • Proficiency in OCM methodologies (e.g., ADKAR, Prosci certification is a plus). • Preferred Location in Houston, TX: Candidates based in or willing to relocate to the Houston area are strongly preferred due to proximity to key clients. • Ability to travel up to 50% domestically to client sites as required. • Exceptional communication, presentation, and facilitation skills. • Strong project management discipline and the ability to manage multiple deliverables concurrently.

🏖️ Benefits

• 100% employer-paid medical, dental, and vision premiums for eligible employees • Employer-paid short-term disability • Unlimited PTO • Volunteer Time Off • 10 company holidays • 401k + 4% Company Match + No Vesting Period • Monthly wellness and phone stipends • Training cost coverage • Paid parental leave for birthing and non-birthing parents • Annual company get-together — Penrod Palooza!