Salesforce Modernization Change Leader

COGENT Infotech; Baltimore (MD); On-site; USD 120,000 - 180,000; Full time

Job summary

COGENT Infotech in Baltimore is seeking a Change Management Lead to guide the enterprise-wide Salesforce modernization. The role focuses on cross-functional collaboration, stakeholder engagement, and driving user adoption to improve resident experience and operational efficiency.

You will oversee project management, communications, training development, and continuous process improvement to minimize disruption and maximize value from the modernization initiative.

Qualifications

• Bachelor’s degree in psychology, business admin, management, organizational leadership, public administration, or related field.
• 5-7 years of progressive experience managing large-scale CRM/ERP implementations, with Salesforce or 311 modernization preferred.
• Demonstrated experience in cross-departmental stakeholder management and enterprise-level change initiatives.
• Expertise in organizational change management methodologies (ADKAR, Bridges’ Transition Model, McKinsey 7-S, Nudge Theory).
• Strong understanding of project management tools and methodologies (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.

Responsibilities

• Develop and execute change management strategies for city-wide Salesforce deployment and upgrade.
• Lead change management initiatives to address resistance, enhance user adoption, and ensure smooth transitions across all city departments and agencies impacted by modernization.
• Champion organizational change through structured methodologies (ADKAR, Bridges’ Transition Model) to facilitate system adoption and minimize resistance.
• Serve as the primary liaison between operations, IT, City Works, and partner agencies to ensure seamless integration and optimization of Salesforce functionalities.
• Facilitate strategic workshops and stakeholder discussions to gather requirements and refine business processes related to service delivery.
• Design and manage user-centric training programs, system documentation, and performance support tools for staff and supervisors.
• Monitor user experience and adoption metrics; identify and implement continuous training improvements based on feedback.

Skills

Stakeholder management

Communication skills

Project management

Analytical skills

Change management

Leadership

Education

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

Tools

Jira

PMP

WhatFix

Pendo

WalkMe

Articulate

Job description

COGENT Infotech in Baltimore is seeking a Change Management Lead to guide the enterprise-wide Salesforce modernization. The role focuses on cross-functional collaboration, stakeholder engagement, and driving user adoption to improve resident experience and operational efficiency.

You will oversee project management, communications, training development, and continuous process improvement to minimize disruption and maximize value from the modernization initiative.