Iron Mountain Platform Change Manager in Boston, Massachusetts
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.
Reporting to the Vice President - Technology Product Owner Lead, the CRM Platform Change Manager will be a key agent enabling the transformation and change delivered by the CRM platform. This change manager will be a key bridge between the business, end users of the platform and technology as well as with the scrum of scrums of the CRM platform. He or she will be responsible for understanding the various personas that utilize the platform, how they use the platform or other tools today, how changes will impact the usage as well as processes, manage the change and enable a successful adoption of platform capabilities allowing Iron Mountain to realize the benefits of transformational initiatives.
The Customer Relationship Management Platform is a key strategic enterprise ecosystem for Iron Mountain. The goal is to enable the cloud based platform to be the one stop shop of managing our customers from leads through the sales process, billing and support. Salesforce is the central platform at the core of our CRM implementation. The platform enables our sales, care and finance organizations to understand our customers end to end. Iron Mountain is going through a transformation to consolidate all billing platforms into Salesforce, standardize quote to bill processes globally, converge several salesforce instances into one, grow and transform our inside sales practice and enable a digital self-service for our customers to improve their experience and enable our care organization.
This person will work across various stakeholders groups that utilize the platform. Building key relationships with end users, building out the different personas, the change manager will bring the end user point of view to the platform strategy, definition and execution. The platform team executes utilizing agile methodology. As the platform delivers on transformational initiatives, the change manager will execute overall change management practices and enable ongoing showcases with end users to ensure user acceptance is attained while enabling iterative changes during execution so that the best user experience is delivered. The change manager will ensure proper communication of capabilities, how processes and experiences change with new releases and any appropriate training and training materials.
Candidate should be an outstanding communicator capable of describing capabilities of the platform, how it should be used and the business value it drives. Candidate should have strong critical thinking skills to understand and influence how things work today and how they will change tomorrow. Must be team oriented, foster empathy, and influence change at varying levels of the organization.
Principal Duties and Responsibilities
Understands all customer groups and stakeholders of the platform
Manages effective stakeholder engagement across all levels. Builds relationships with customers and stakeholders
Executes effective change management activities from planning, ongoing user engagement and execution for small agile sprint level changes and large scale initiatives
Partners with the product manager and product owners to bring user input and perspective to guide definition of features
Documents customer experience on capabilities. Understands holistically how users work. Able to perform research and interviews to build user flows
Assesses the impact of changes across customer groups
Facilitates creation of materials for communication, training to enable successful roll out
Encourages creativity and challenge traditional thinking to provide the best user experience
5+ years as a technology professional
Change practitioner with experience in rolling out new capabilities or processes to multiple stakeholder groups
Worked in or around big technology teams executing transformational programs
Ability to understand business problems and bridge with technology capabilities
Experience with Agile teams and delivery. Experience as a product owner across multiple scrum teams or product owner at a scrum of scrums level.
Strong, proven problem-solving skills with the ability to quickly analyze issues and focus on potential solutions
Must be committed to a culture of continuous improvement
Exceptional customer service skills, in addition to extensive experience working in a team-oriented, collaborative environment.
Must be able to communicate effectively with users, executives and senior leaders at all levels
Ability to effectively prioritize and execute tasks
Strong communication, influencing, and presentation skills
Exceptional organizational skills with the ability to manage multiple projects and teams with competing priorities.
BS/BA degree in Computer Science/ Information Technology/ Management Information Systems or related field or equivalent experience
Category: Information Technology Group
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
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