Engagement Lead – Vendor Assessment & Change Management

1. Purpose

Guide the discovery, analysis, and executive decision-making that will determine whether the client’s current customer-management stack should be improved, replaced, or augmented—and outline a change path the field teams can truly adopt.

2. Core Responsibilities

• Project governance – own scope, timeline, budget, weekly status calls, risk escalation, and decision logs.

• Stakeholder discovery – facilitate the kick-off, conduct ten-plus interviews (head office and franchise/branch staff, including international locations), and lead the final read-out session.

• Workflow & tool analysis – map every “lead-to-cash” step across the existing CRM, scheduling platform, messaging tool, and finance system; quantify duplicate entry, cycle time, and error rates; benchmark against industry norms.

• Vendor scorecard & total-cost model – create a feature-fit, risk, and cost comparison of the current stack versus shortlisted alternatives, with 6-, 12-, and 24-month views.

• Change-management planning – produce an impact analysis, communication cadence, and training outline (ADKAR-informed), plus quick-win automations such as portal e-payments and dashboard alerts.

• Deliverables – provide interview summaries, process maps, an executive recommendation deck, and a change-management playbook.

3. Success Metrics

• ≥ 90 percent of invited subject-matter experts participate in interviews.

• Every lead-to-cash step is documented with system owner and pain point identified.

• Executive team can vote on a path forward at the final read-out.

• All Phase 1 artifacts delivered within the eight-week window.

• Franchise/branch interviewees confirm their feedback is accurately reflected.

4. Required Competencies

• CRM and field-service architecture expertise across multiple SaaS platforms.

• Change-management facilitation informed by ADKAR and IT-service frameworks.

• Process-mapping and KPI design (lead velocity, conversion, work-in-process).

• Executive-level communication that turns technical detail into clear action items.

• Data-driven decision framing using total cost of ownership and risk heat-maps.

5. Tools & Methods

• Analysis – diagramming software for process maps; spreadsheet or BI tools for scorecards.

• Collaboration – cloud task tracker, team-chat platform, and quick screen-recording clips.

• Documentation – SOW and working files maintained in the project workspace.

• Meetings – video-conferencing; sessions recorded and transcribed for audit trail.

6. Reporting & Authority

Report directly to the client’s steering committee through the primary IT sponsor. Authorized to request system access, data exports, and schedule sessions with field teams. Empowered to recommend—but not sign—contracts or budget reallocations.