Organizational Change Manager

Customer Success Manager / Organizational Change Manager Duration: Long term contract Location: Alameda, CA (Strictly Onsite) **Qualifications** - **Education**: Bachelor's degree in information systems, Computer Science, or related field.

- **Experience**: Minimum of 10 years in a Customer Success or Organizational Change Management role.

- **Certification**: O365 certification preferred.

**Role Overview** This is an individual contributor role focusing on Organizational Change Management, customer engagement, and success.
The ideal candidate will be proficient in planning and executing change management activities, customer retention, product advocacy, and troubleshooting customer concerns.
This role also involves creating training materials, optimizing internal processes, and analyzing digital adoption platforms like WalkMe and Whatfix.
**Key Responsibilities** - Lead change management planning and execution.
- Establish clear client retention goals and promote product value.
- Assist customers in using programs and software effectively.
- Develop training courses and educational resources.
- Analyze customer feedback and optimize the customer experience.
- Drive customer engagement through a fan base and brand ambassadors.
- Manage and resolve customer complaints and identify improvement areas.
**Skills and Competencies** - **Primary Skills**: Change management, customer relationship building, technical troubleshooting, customer education, and process optimization.
- **Soft Skills**: Strong customer service, communication, interpersonal, multitasking, and organizational abilities.