Commercial Systems - Platform Adoption Lead

Technology Solutions; Jakarta Utara; On-site; IDR 668.672.000 - 1.003.010.000; Full time

Job summary

A leading tech company in Jakarta is seeking a Platform Adoption Lead to drive Salesforce platform adoption among operational teams. This hands-on role involves designing tailored training strategies, monitoring user metrics, and collaborating closely with various departments to ensure a smooth user experience. Ideal candidates should have experience in training, data analysis, and change management.

Qualifications

• Experience in training/enablement, particularly with Salesforce.
• Ability to analyze data and report on adoption metrics.
• Strong collaboration skills to work with cross-functional teams.

Responsibilities

• Design and execute the adoption strategy for Salesforce.
• Monitor platform-specific adoption metrics.
• Act as primary enablement partner for MexOps team leads.
• Lead design and deployment of in-app guidance.
• Develop communication plans for MexOps audience.

Skills

Platform training and adoption strategy

Salesforce proficiency

Data analysis

Collaboration with stakeholders

Change management

Tools

Salesforce

Enterprise Digital Adoption Platform (DAP)

Job description

Grabber Technology Solutions (GTS) aims to be a technology leader that delivers predictive, seamless experiences to all Grab employees (Grabbers). We are a diverse team of technology practitioners looking to outserve Grabbers with positive, personalised enterprise technology experiences. We are seeking individuals who share our customer‑centric and innovative values to join our growing team.

Get to Know the Role

We are seeking a hands‑on and data‑driven Platform Adoption Lead to join our Commercial Systems organization. This role is specifically focused on driving Salesforce platform adoption and proficiency for our (Merchant Operations) and None Sales BPO user base.

This is a critical “platform enablement” role, not a general sales training position. You will be the Directly Responsible Individual (DRI) for ensuring our, task‑focused operational teams can use Salesforce efficiently and effectively from day one. Your primary goal is to accelerate ramp‑in time, improve data accuracy, and reduce user friction for this specific audience, which primarily uses one or two core objects.

Success in this role requires deep collaboration. You will work in close partnership with the Grab Commercial & Support, Sales Enablement team, leveraging their existing frameworks, governance models, and content repositories. You will be a key user and builder on the enterprise Digital Adoption Platform (DAP), using it to deploy in‑app guidance and support, rather than building a separate system.

This role will be on‑site and based in the Jakarta office.

The Critical Tasks You Will Perform

• Design, own, and execute the end‑to‑end platform training and adoption strategy specifically for the Salesforce user base, addressing their unique, high‑turnover, and needs.
• Establish, monitor, and report on platform‑specific adoption metrics (e.g., login rates, task completion times, data entry accuracy) for MexOps leadership and BPO managers.
• Act as the primary enablement partner for MexOps team leads, consulting on user proficiency gaps and providing data‑driven recommendations.
• Serve as the primary liaison to the Grab Commercial & Support, Sales Enablement team, to align on DAP governance, standards, and best practices, ensuring a consistent user experience.

Program Design & Content Deployment

• Adapt and deploy a blended and scalable learning curriculum tailored to the MexOps persona (e.g., new hire onboarding, micro‑learnings, quick reference guides) that is optimized for rapid ramp‑in.
• Lead the hands‑on design and deployment of in‑app guidance using the enterprise DAP (WalkMe/Whatfix), including interactive walkthroughs, task lists, and smart tips to support users directly in their workflow.
• Contribute to and maintain the centralised, shared repository for all platform enablement materials, ensuring content is current, accessible, and aligned with central standards.

Change Management & Communication

• In alignment with the central Change Management framework, partner with Program Management and Business Analysis leads to develop and execute communication plans for the MexOps audience.
• Translate technical release notes into simple, clear “what this means for you” communications for the MexOps and BPO teams.
• Conduct change impact analyses to identify shifts in the MexOps teams’ processes and develop targeted training interventions.

Stakeholder Collaboration & Feedback Loop

• Collaborate closely with SDLC tower leads (Business Analysis, Architecture, Dev, QA) to ensure that the MexOps user experience and training needs are represented in the design process.
• Analyze system usage data and support ticket trends to identify points of user friction, diagnose root causes (e.g., knowledge gap vs. UX flaw), and provide feedback to the product and BA teams.