Senior Human Centered Change Consultant

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

About Salesforce

Salesforce is the #1 CRM in the world, helping companies connect with their customers in entirely new ways. Our number one value is Trust, and we are pioneers in the Artificial Intelligence revolution, integrating the use of intelligent agents directly into the CRM ecosystem to power human productivity.

We are a modern, innovative, and fast-paced company where our culture is built on continuous learning, equality, cultural exchange, and growth. We are looking for a professional to join the Experience Services team: a specialized group within the CSG (Customer Success Group) structure that strategically focuses on ensuring the best experiences and sustainable adoption of the Salesforce platform for our customers.

Responsibilities

As a Change Management Consultant, you will be the catalyst ensuring that technological innovation translates into real business value through user adoption. Your main activities include:

• Lead Change Management projects within the Salesforce context, ensuring alignment between technical solutions and the human side of change.

• Create strategic change management planning for digital transformation projects, defining adoption goals and risk mitigation.

• Develop communication, training, and stakeholder management plans tailored to different organizational levels.

• Act consultatively with client teams to collaborate on the vision and execution of change management workstreams.

• Share knowledge with the team, mentoring peers and elevating the bar for excellence within Experience Services.

• Create success stories to collaborate with the construction of the Experience Services practice and demonstrate ROI.

• Constant upskilling through annual training and certifications to stay ahead of AI and Agent-driven trends.

• Active participation in the Salesforce community to promote and advocate for the Change Management discipline.

Behavioral Profile (Soft Skills)

We are looking for a consultant who demonstrates the following competencies:

• Continuous Growth Mindset: A drive for constant learning in a technological environment that evolves daily.

• Courageous Communication: Ability to navigate and communicate complex ideas and difficult conversations across different profiles (architects, managers, and C-level executives).

• Proactivity and Hands-on Mentality: A strong sense of ownership regarding deliverables and customer success.

• Empathetic Listening: The ability to understand human resistance and the core needs of end-users.

• Investigative Curiosity: A genuine desire to understand the root of organizational problems to propose effective solutions.

• Team Spirit: Active collaboration with multidisciplinary and multicultural teams.

• Resilience: The ability to perform and deliver value even in environments with low change management maturity.

Technical Profile (Hard Skills)

The ideal candidate should possess technical mastery in:

• Analytical and Critical Thinking: Ability to perform change impact assessments and adoption risk analysis.

• Stakeholder Management: Organizational knowledge to map influencers and detractors and define engagement strategies.

• Project Management Methodologies: Hands-on experience with Agile frameworks and Waterfall models.

• Change Management Methodologies: Hands-on experience with one or more change methodologies (Prosci, Kotter, McKinsey).

• Instructional Design: Knowledge of enablement strategies, creation of training materials, and learning plans.

• Metrics and Analytics: Experience in monitoring and developing adoption KPIs (usage/check-ins) and business value metrics.

Mandatory Requirements

• Professional Experience: Minimum of 3-5 years working directly on Organizational Change Management (OCM) projects.

• Languages: Advanced/Fluent English (to be used for global collaboration and documentation).

• Facilitation: Proven experience in leading workshops and strategic alignment meetings.

Preferred Requirements (Nice to Have)

• Salesforce Knowledge: Prior understanding of Salesforce clouds (Sales, Service, Marketing) or Associate/Administrator certifications.

• Change Methodology Certification: Mastery of market frameworks (e.g., Prosci/ADKAR, HCMBOK, or CCMP by Association of Change Management Professionals (ACMP) or similar).

• Additional Languages: Spanish or Portuguese as a second language.

• CRM Implementation: Specific experience in digital transformation projects focused on Customer Experience.

• Data Visualization: Familiarity with tools like Tableau or PowerBI for reporting adoption metrics.

• Design Thinking: Experience applying co-creation dynamics to design the employee experience. Familiarity with Conversation Design in the context of agents.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.