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Sr. Project Manager, Organizational Change Management & CRM Transformation

Job Type: Long Term Contract
Job Location: Remote / Hybrid

 

Overview

We are seeking a dynamic and experienced Organizational Change Management (OCM) leader for our client to drive adoption and business value realization for a global digital transformation initiative. This role will play a critical part in the rollout of a comprehensive Customer Experience platform built on a modern CRM ecosystem.

The organization is nearing go-live across international markets, with North America to follow. This individual will ensure alignment across multiple workstreams, drive user adoption, manage UAT, and lead organizational readiness efforts to unlock measurable business outcomes.

This is a hybrid role. Remote candidates are welcome, with the ability to travel onsite approximately once per month or for major milestones and key meetings.

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Key Responsibilities

Organizational Change Management (Primary Focus)

• Lead end-to-end OCM strategy for a global CRM and Customer Experience platform rollout

• Identify and manage change resistance across regions and stakeholder groups

• Develop and execute change readiness assessments, communication plans, and adoption strategies

• Partner with Product Owners and business stakeholders to ensure alignment and engagement

• Establish and track adoption metrics to measure success and value realization

• Drive training development, enablement programs, and marketing readiness initiatives

• Support translation and localization efforts for international markets

User Acceptance Testing (UAT)

• Design and manage UAT processes across multiple workstreams

• Prepare stakeholders for testing cycles and ensure business readiness

• Facilitate UAT sessions and manage issue resolution in coordination with Product and Delivery teams

• Participate in sprint demos to proactively prepare for UAT and change activities

Cross-Workstream Program Leadership

• Coordinate across multiple project managers and workstreams to ensure alignment and integration

• Participate in discovery sessions with Product Owners to anticipate change impacts

• Ensure all readiness components (training, communications, support, reporting) are synchronized for go-live

• Act as the connective leader between strategy, execution, and stakeholder engagement

Business Value & Adoption

• Evaluate tool utilization and dashboard effectiveness

• Ensure reporting aligns with desired business outcomes

• Drive continuous improvement in CRM usage and partner engagement

• Focus on delivering measurable value through enhanced lead management, pipeline visibility, tracking, and partner enablement

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Environment & Scope

The Customer Experience platform includes multiple CRM clouds and capabilities, supporting sales, service, commerce, and partner experience across global markets. The current phase is focused internationally, with future expansion into North America.

The team consists primarily of Product Owners, senior project leadership, and digital solution consultants. A Delivery Leader will oversee the broader function, with this role serving as the primary driver of change and adoption.

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Required Qualifications

• Proven experience leading Organizational Change Management initiatives within enterprise digital transformation programs

• Strong experience managing CRM implementations (Salesforce experience highly preferred; CRM experience required)

• Experience supporting Customer Experience tools used by external partners or distributors

• Demonstrated ability to manage User Acceptance Testing processes across multiple workstreams

• Strong stakeholder management skills across global teams

• Ability to translate technical capabilities into business outcomes

• Experience driving training, communications, and adoption strategies

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Preferred Qualifications

• Certification or formal training in change management methodologies (e.g., Prosci or similar frameworks)

• Experience with Salesforce or similar CRM

• Background in manufacturing or complex distribution environments

• Experience working within agile delivery models

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Travel

• Occasional domestic travel (approximately once per month as needed)

• Likely one international trip (Europe) in the coming year

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Ideal Candidate Profile

The ideal candidate brings a rare blend of strategic change leadership, CRM functional knowledge, and hands-on execution capability. This person thrives at the intersection of business transformation and technology enablement and understands that successful digital programs depend as much on adoption and behavior change as they do on system implementation.

They are proactive, collaborative, and comfortable operating in complex, multi-workstream environments where alignment and communication are critical to success.

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Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.