Director, Customer Success M&A Content, Training and Change

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Job Category

Operations

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Applications will be accepted up to 5 weeks from posting date.

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

The Customer Success M&A Content, Training and Change Director will lead organizational transitions for acquired companies integrating into Customer Success. They will develop and implement comprehensive strategies that ensure successful adoption of new processes, systems, and structures. This role spans strategic planning through execution and includes documentation, communications, training, and leadership change management to drive sustainable and scalable transformations. The M&A Content, Training and Change Director will conduct thorough assessments to understand change impacts, create documentation to map process transitions, develop targeted communications for stakeholder alignment, build and deliver training to hone necessary skills, and guide leadership to effectively champion change initiatives.

This work will support acquired businesses through multiple stages of the acquisition lifecycle, accelerating their productivity and performance at Salesforce. The role is part of the Customer Success M&A team, focused on developing and executing rapid and thoughtful integrations that drive customer adoption and reduce attrition. Success requires a candidate to possess a balanced mix of strategic and critical thinking, execution excellence, and stellar stakeholder management.

Responsibilities:

• Develop and Implement Integration Strategies: Create and execute comprehensive strategies to ensure the successful adoption of processes, systems, and organizational structures by acquired entities.
• Conduct Change Impact Assessments: Perform analyses to understand the potential impacts of integration on people, processes, and technology within acquired companies.
• Create Transition Documentation: Develop clear and concise documentation, including process maps, workflows, and standard operating procedures, to guide the transition process.
• Develop & Draft Communication Strategies: Design, draft and implement targeted communication plans to ensure alignment and engagement of all relevant stakeholders throughout the integration.
• Build and Deliver Training Programs: Create and deliver effective training materials and programs to equip employees of acquired companies with the necessary skills and knowledge for successful integration.
• Facilitate Leadership Change Management: Guide and coach leaders within acquired companies to effectively champion change initiatives and support their teams through the transition.
• Support the Acquisition Lifecycle: Provide ongoing support to acquired businesses through various stages of the acquisition lifecycle to ensure sustained productivity and performance.
• Maintain Project Management Oversight: Manage integration projects, track progress, identify risks, and implement mitigation strategies to ensure timely and successful outcomes.

Requirements:

• 8+ years of experience in management consulting, M&A integration management, change management, training & development, and/or transformation
• Proven Experience in M&A Integration or Organizational Transformation: Demonstrated experience leading and managing organizational transitions within the context of mergers and acquisitions.
• Strong Skills in Process Mapping and Documentation: Proven ability to analyze, map, and document business processes with clarity and accuracy to