Change Management Lead (CRM / ERP implementations)

Trigyn Technologies Limited.; Baltimore (MD); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Trigyn Technologies, Inc. is seeking a Change Management Lead for the Salesforce 311 Modernization initiative in Baltimore, MD. This hybrid role focuses on guiding enterprise-wide adoption, coordinating across agencies, and ensuring a smooth upgrade to the 311 platform.

You will lead change strategies, develop training, manage stakeholder communications, and monitor adoption metrics to realize value and resident experience improvements.

Qualifications

• Bachelor’s degree in Psychology, Business Administration, Management, Organizational Leadership, Public Administration, or related field.
• 5–7 years of progressive experience managing large-scale CRM or ERP implementations, with Salesforce or 311 modernization preferred.
• Cross-departmental stakeholder management and enterprise-level change initiatives experience.
• Organizational change management methodologies such as ADKAR, Bridges’ Transition Model, McKinsey 7-S, Nudge Theory.
• Strong project management tools knowledge (Agile, PMP, Jira).
• Excellent leadership, communication, and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical skills.

Responsibilities

• Develop and execute comprehensive change management strategies for the citywide deployment and upgrade of Salesforce311.
• Lead change management initiatives to address resistance, enhance user adoption, and ensure smooth transitions across departments.
• Champion organizational change through structured methodologies to facilitate system adoption and minimize resistance.
• Serve as liaison between 311 operations, IT, CityWorks, BGE, CHIP, and partner agencies for integration and optimization.
• Design and manage user-centric training programs, system documentation, and performance support tools.
• Monitor user adoption metrics and drive continuous training improvements based on feedback.
• Continuously assess system performance, adoption rates, and process improvements in 311 workflows.
• Develop and maintain system documentation and best practices for 311 modernization.
• Identify and mitigate risks, and ensure data integrity and compliance during the upgrade.
• Prepare regular reports on progress, challenges, and successes for senior leadership.

Skills

Stakeholder management

Change management

Project management

Agile

Jira

Leadership

Communication skills

Analytical skills

Education

Bachelor’s degree in Psychology, Business Administration, Management, Organizational Leadership, Public Administration, or related field

Master’s degree in Organizational Psychology, Organizational Development, Business Administration, or related field

Tools

Jira

WhatFix

Pendo

WalkMe

Articulate

Job description

Trigyn's direct government client has a long-term contract opportunity for a Change Management Lead (Salesforce 311 Modernization) in Baltimore, MD. (HYBRID Position)

The Change Management Lead for Salesforce 311 Modernization plays a pivotal leadership role in guiding the enterprise-wide upgrade and optimization of the client’s Salesforce-based 311 platform. This position is responsible for driving cross-functional collaboration, stakeholder engagement, and user adoption to ensure that the modernized 311 system delivers improved resident experience, operational efficiency, and long-term sustainability.

The role includes project management, communications oversight, training development, and continuous process improvement, with a focus on minimizing disruption and maximizing value realization from the modernization initiative.

Key Responsibilities

Strategic Implementation Leadership

• Develop and execute comprehensive change management strategies for the citywide deployment and upgrade of Salesforce311, ensuring alignment with organizational goals and objectives.
• Lead change management initiatives to address resistance, enhance user adoption, and ensure smooth transitions across all departments and agencies impacted by 311 modernization.
• Champion organizational change through structured methodologies (e.g., ADKAR, Bridges’ Transition Model) to facilitate system adoption and minimize resistance.

Cross-Functional Coordination & Stakeholder Management

• Serve as the primary liaison between 311 operations, IT, CityWorks, BGE, CHIP, and other partner agencies to ensure seamless integration and optimization of Salesforce functionalities.
• Facilitate strategic workshops and stakeholder discussions to gather requirements, develop innovative solutions, and refine business processes related to 311 service delivery.

Training Program Development & User Support

• Design and manage user-centric training programs, system documentation, and performance support tools for staff and supervisors using the Salesforce 311 platform.
• Monitor user experience and adoption metrics; identify and implement continuous training improvements based on feedback from field teams and customer-facing personnel.

System Optimization & Performance Management

• Continuously assess system performance, user adoption rates, and operational efficiency, identifying opportunities for process enhancements and improvements in 311 workflows.
• Proactively troubleshoot and resolve complex issues related to system functionality, data integrations, and reporting capabilities within Salesforce311.
• Develop and maintain system documentation, standard operating procedures, and best practices guidelines for 311 modernization.

Risk Management & Compliance

• Proactively identify and assess risks related to system adoption, including user resistance, technical challenges, and operational disruptions during the Salesforce311 upgrade.
• Develop and implement comprehensive risk mitigation strategies and contingency plans, especially for resident-facing changes and communications.
• Maintain high standards for data integrity and compliance throughout 311 operations and processes.

Reporting & Analytics

• Track and analyze implementation metrics (e.g., user adoption rates, system utilization, training completion) to identify trends and inform strategic improvements.
• Prepare regular reports on modernization progress, challenges, and successes for senior leadership and project sponsors.

Required Qualifications

• Bachelor’s degree in Psychology, Business Administration, Management, Organizational Leadership, Public Administration, or a related field.
• Minimum of 5-7 years of progressive experience managing large-scale CRM or ERP implementations, with specific experience in Salesforce or 311 modernization preferred.
• Demonstrated experience in cross-departmental stakeholder management and enterprise-level change initiatives.
• Demonstrated expertise in organizational change management methodologies (e.g., ADKAR, Bridges’ Transition Model, McKinsey 7-S, Nudge Theory).
• Strong understanding of project management tools and methodologies (e.g., Agile, PMP, Jira).
• Excellent leadership, communication (written and verbal), and stakeholder management skills.
• Ability to manage multiple priorities and complex projects in a fast-paced environment.
• Strong analytical skills and attention to detail.

Preferred Qualifications

• Master’s degree in Organizational Psychology, Organizational Development, Business Administration, or a related field.
• Professional certifications in Salesforce and/or Change Management (e.g., Prosci’s Certified Change Management Professional (CCMP)).
• Experience in government or public sector environment, preferably at the local government level.
• Knowledge of performance support tools (e.g., WhatFix, Pendo, WalkMe) and online training platforms (e.g., Articulate).
• Experience with Learning Management Systems and training program development.
• Familiarity with local government operations and systems integration challenges.

BALTIMORE CITY RESIDENTS STRONGLY ENCOURAGED TO APPLY.

TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 27001:2022 and CMMI Level 5 certified company.