Role Overview
We are seeking a Regional Change Management Specialist to lead transition efforts within our Technical Support organization across the AMER region. As we undergo significant system shifts and process optimizations as part of the post-merger integration process, this specialist will be responsible for ensuring that our Support teams are prepared, informed, and empowered to navigate change with minimal friction.
The ideal candidate is a master communicator who can bridge the gap between technical integration leads and frontline support staff, driving stability and clarity throughout the business process lifecycle.
Core Responsibilities
1. Change Planning & Strategy
o Draft and continuously update comprehensive Change Management plans specifically tailored for Technical Support teams.
o Ensure all plans are aligned with the Support Integration efforts.
o Collaborate with Integration Leads to synchronize and align global communication plans with regional nuances.
2. Content Creation & Documentation
o Develop high-impact "What's Changing" guides to provide transparency on upcoming system and workflow updates.
o Create "Migration Readiness Checklists" to serve as go-live benchmarks for regional teams.
o Draft and maintain internal playbooks that provide step-by-step guidance for using the new systems and processes.
o Identify and document test cases for the Support CRM Integration Testing and track their execution.
3. Enablement & Support
o Build, publish, and track regional enablement modules to ensure 100% team readiness.
o Host regular regional "Office Hours" to provide a forum for feedback and real-time clarity.
o Monitor platform adoption and stability during system shifts, intervening where necessary to drive clarity.
Required Skills & Qualifications
* High Empathy: Ability to understand and advocate for the frontline support experience during stressful transitions.
* Communication Skills: Strong drafting skills with the ability to simplify complex technical jargon into actionable internal guides.
* Organizational Skills: Highly disciplined in tracking project milestones, checklists, and enablement progress.
* Technical Platform Proficiency: Experience with content creation tools and Salesforce Service Cloud platform.
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