Customer Transformation & Enablement Lead
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Job Summary
- Partner with account core team to draft the transformation roadmap for clients illustrating how collectively our work and projects will contribute to overall success of our clients
- Help identify key stakeholders and conduct structured stakeholder mapping and change impact assessments for each assigned client identifying key user groups resistance drivers and current-state workflows.
- Assess organizational readiness for change and identify business needs and capability gaps to inform program design.
- Benchmark relevant industry and internal best practices and produce a client-specific transition roadmap validated by the customers project sponsors.
2. Build the integrated change-and-enablement plan
- Develop detailed plans outlining business objectives change and enablement approaches and timelines resource requirements and success metrics.
- Design targeted learning strategies mapped directly to identified capability gaps and transformation milestones ensuring coverage of all impacted user roles.
3. Engage stakeholders and communicate the change
- Build and maintain a stakeholder engagement plan conducting regular touchpoints (sponsor briefings champion network meetings user pulse checks) to proactively surface resistance and drive sponsor alignment.
- Develop a structured communication plan and feedback loops ensuring all impacted users understand the why what and whats-in-it-for-me of the change before go-live.
4. Enable and build capability
- Design and develop customer-centric learning experiences to drive competency development.
- Facilitate live and virtual training sessions for various user groups adapting delivery style and tracking session-level engagement and comprehension.
5. Support adoption and reinforce
- Own the post-go-live reinforcement plan: coordinate with Visevens customer success product and technical teams to ensure adoption support is continuous not event-based.
- Monitor adoption rates identify lagging segments and deploy targeted interventions (re-training 1:1 coaching peer champion support) to close gaps.
- Establish and activate an internal champion network within each client organization equipping super users to sustain adoption and support peers beyond the formal program.
- Track a defined set of program KPIs throughout the engagement: adoption/usage rates training completion rates assessment scores and stakeholder satisfaction (NPS or equivalent) reported to the client sponsor.
- Conduct a formal post-program retrospective documenting quantified outcomes (e.g. 85% of target users reached proficient use within 6 weeks) lessons learned and reusable best practices for the Viseven knowledge base.
- Capture lessons learned and best practices; showcase wins and the programs achievements.
7. Sustain momentum for Transformation
- Socialize success and foster re-use of the best practices
- Document impact and benefits realization
- Facilitate the collation of learning and recommendations
- Proven track record of designing and executing learning and change strategies that achieved measurable adoption outcomes.
- Working knowledge of both instructional design (ADDIE learning design thinking) and/or change-management frameworks (e.g. ADKAR / Prosci).
- SaaS solutions customer onboarding and/or omnichannel strategy and execution within the pharma / life-sciences industry is a plus.
- Comfort enabling customers on AI-driven or agentic tools and curiosity about how AI changes ways of working.
- Confident facilitating conversations with C-suite sponsors and frontline end-users alike; able to shift communication style to the audience and to guide constructively when adoption risk is being underestimated.
- Strong analytical and problem-solving abilities with the ability to anticipate and mitigate risks.
- Ability to simplify complex topics into engaging effective learning experiences.
- Cross-functional collaboration; self-driven curious and proactive.
- Advanced/Fluent English (written and spoken); a second language is a plus.
About Company
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