Brillio

Compensation

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Job Summary: We are seeking a dynamic Organizational Change Management (OCM) Lead with strong experience in managing change initiatives in Lead-to-Cash (L2C) and Quote-to-Cash (Q2C) transformation programs. This role is critical to ensuring user adoption and long-term success of enterprise-wide Salesforce and Billing Platform rollouts. The ideal candidate will have experience working with global teams, engaging stakeholders, managing communications, and creating user-friendly training content including videos. Key Responsibilities: • Lead the end-to-end organizational change management strategy for Lead-to-Cash transformation initiatives. • Partner with business and IT stakeholders to understand the impact of changes across Sales, CPQ, Orders, Contracts, Billing, and Support functions. • Build and execute change plans focused on stakeholder engagement, communication, training, and adoption. • Drive stakeholder readiness and lead communication efforts including email campaigns, stakeholder briefings, and status updates. • Design and deliver user training programs including live sessions, documentation, and training videos (Tango or similar tools). • Work closely with offshore OCM analysts and testers to align change messaging and deliverables. • Establish feedback loops and measurement strategies to monitor adoption and resistance. • Support process documentation, training content validation, and end-user feedback incorporation. • Facilitate change champion networks and community forums to drive grassroots adoption. • Serve as a strategic advisor to project leadership and business sponsors on change impacts and mitigation plans. _ Required Qualifications: • 8+ years of experience in Organizational Change Management, including 3+ years in Lead-to-Cash-related initiatives. • Strong understanding of Lead-to-Cash and Quote-to-Cash processes, ideally across Sales, CPQ, Orders, and Billing. • Experience working in complex enterprise environments with cross-functional teams. • Proven track record of developing and executing change strategies and achieving measurable adoption. • Hands-on experience creating and managing training videos and process documentation (e.g., with tools like Tango, WalkMe, Camtasia). • Excellent communication, facilitation, and stakeholder management skills. • Ability to work with offshore teams, delegate tasks, and ensure cohesive global delivery. • Bachelor’s degree in Business, Communications, Organizational Development, or related field. • Prosci or similar Change Management certification is a plus. Nice to Have: • Exposure to Salesforce CPQ, Billing Platforms (e.g., Zuora, Billing Platform), or similar Quote-to-Cash tools. • Familiarity with Agile project management and collaboration tools (Jira, Confluence, Slack). • Experience supporting Go-Live, UAT readiness, and hypercare adoption programs. Work Environment: • Will collaborate with offshore OCM resources, business SMEs, and project stakeholders across time zones. • Occasional travel for workshops or executive stakeholder sessions may be required. To know more about Brillio CES: https://www.brillio.com/services-customer-experience-services/ Why should you apply for this role? Brillio helps clients deliver authentic and responsive experiences that drive significant impact on profitability & customer advocacy through data-led experience reimagination, focus on customer journeys and partnerships with leading CRM and CX Platforms. . Equal Employment Opportunity Declaration Brillio is an equal opportunity employer to all, regardless of age ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation. #LI-UV1