CRM Change Management & Adoption Lead

United Parcel Service of America, Inc. • $100K — $120K *
Atlanta, GA 30349In-Person
Enterprise Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years of experience in Change Management or CRM Enablement.
  • Experience with enterprise CRM platforms, Salesforce preferred.
  • Strong communication and stakeholder management skills.
  • Proven ability to create training materials and strategies.
  • Familiarity with change management methodologies like ADKAR or Prosci.

Responsibilities

  • Develop and implement CRM change management strategies for new features.
  • Assess organizational readiness and identify risks to adoption.
  • Build and maintain stakeholder engagement plans across departments.
  • Establish a network of CRM Champions and Super Users for support.
  • Create and manage CRM communication plans, including newsletters and updates.
  • Translate technical enhancements into user-friendly messaging and business value.
  • Coordinate training schedules, webinars, and maintain user guides.

Benefits

  • Opportunity for career advancement within a dynamic CRM team.
  • Engagement with diverse teams including Sales, Marketing, and Leadership.
  • Ability to influence and shape successful CRM adoption strategies.
  • Access to resources for continuous learning and training improvement.
Full Job Description
Job Description:

The CRM Change Management & Adoption Lead is responsible for driving successful adoption of the company's CRM platform by ensuring users understand, embrace, and effectively utilize new capabilities and processes. This role serves as the bridge between the CRM Center of Excellence, Sales Enablement, Marketing, Communications, and end users to maximize the business value of CRM investments.

The successful candidate will develop and execute change management strategies, communication plans, user engagement initiatives, and training coordination activities that support global CRM transformation efforts.

Key Responsibilities

Organizational Change Management
  • Develop and execute CRM change management strategies for new features, releases, and process changes.
  • Assess organizational readiness and identify adoption risks.
  • Build stakeholder engagement plans across Sales, Marketing, Revenue Operations, and Leadership.
  • Establish and maintain a network of regional CRM Champions and Super Users.

Communications & User Engagement
  • Create and manage CRM communication plans, including newsletters, release announcements, executive updates, and feature spotlights.
  • Develop user-facing messaging that translates technical enhancements into business value.
  • Coordinate launch activities for major CRM initiatives.


Training & Enablement
  • Partner with Sales Enablement to ensure training materials and collateral accurately reflect CRM capabilities and best practices.
  • Coordinate training schedules, webinars, and office hours.
  • Maintain CRM knowledge articles, FAQs, and user guides.


Adoption & Measurement
  • Develop and monitor CRM adoption metrics and KPIs.
  • Analyze user feedback and recommend continuous improvement opportunities.
  • Conduct surveys and collect Voice of the User insights.


Qualifications
  • 5+ years of experience in Change Management, CRM Enablement, Sales Operations, or Organizational Development.
  • Experience supporting enterprise CRM platforms, preferably Salesforce.
  • Strong communication, presentation, and stakeholder management skills.
  • Experience developing training materials and communication strategies.
  • Familiarity with ADKAR, Prosci, or similar change management methodologies preferred.


Success Measures
  • CRM adoption and utilization rates.
  • User satisfaction scores.
  • Training completion rates.
  • Reduction in support requests related to new functionality.
  • Successful execution of enterprise CRM rollouts.


Employee Type:
Permanent

About United Parcel Service of America, Inc.

United Parcel Service of America, Inc. Careers

There has never been a better time to join the global team at United Parcel Service of America, Inc. (UPS)—a leader in logistics and package delivery services.

Work You’ll Do

Join UPS’s industry-leading team to help drive innovation and operational excellence across one of the world’s most essential service networks. Transform logistics and global commerce with the best minds at UPS, leveraging cutting-edge technology and deep industry expertise. Lead from a unique position in the marketplace, at the intersection of technology, operational excellence, and customer service. Work with a global team of business and logistics experts to help clients and communities achieve their business goals and meet delivery needs. Collaborate with a dedicated team of over 480,000 professionals worldwide, making UPS not just the biggest, but also one of the most trusted names in the industry.

Introducing the UPS Professional Growth and Development Program

The program is designed to foster leadership and professional skills, helping employees master their career paths within UPS.

Do Innovative Work

Join one of the largest and most respected logistics networks in the world—480,000+ dedicated professionals at the intersection of technology, service, and innovation.

Drive Innovation and Growth

Deliver targeted solutions through a depth and breadth of logistics experience and innovation that’s second to none.

Be Part of a Great Team

Engage in a wide range of job opportunities utilizing UPS technology and harness the unparalleled capabilities, global scale, and comprehensive logistics strategy.

Future-proof Your Career

Advance your career with limitless opportunities supported by unmatched training, development, and certification programs.

Explore

Discover how UPS is moving towards smarter logistics solutions: [With Advanced Tracking Systems] UPS enhances package tracking capabilities, ensuring timely deliveries and customer satisfaction. Logistics management solutions position UPS as a leader in global commerce, providing robust tools essential for modern logistics needs.

The UPS Commitment to Diversity and Inclusion

UPS’s commitment to diversity, equity, and inclusion is integral to building a stronger, more creative team that reflects the global communities it serves. Through diversity training and leadership development, UPS fosters an inclusive environment where all employees can thrive.

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Learn more about United Parcel Service of America, Inc.
Industry
Transportation
* Ladders Estimates

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