Executive Coaching + Enterprise Change Management AI Accelerated
Multi-cloud multi-year digital transformation for an iconic 126-year-old tire manufacturer working to become #1 in tires and service by 2028. Change Management Office (CMO) architecture, three-track delivery model, service + sales + B2B workstreams on Agentforce, Automotive Cloud, Data Cloud, Field Service, and Marketing Cloud.
How do you unify an iconic 126-year-old tire manufacturer's fragmented go-to-market across retail, fleet, and mobile services?
The client's vision is to become #1 in tires and service by 2028. But decades of institutional data were locked in silos. Their go-to-market was fragmented across retail, fleet, and mobile services with no unified CRM.
Sales was reactionary. Service agents were swivel-chairing across 24+ apps with manual spreadsheet tracking and disconnected systems. Critical risks surfaced: no defined NA sales process, no dedicated Sales Enablement Strategist, a Change Management team not staffed (documented risk >1 year old), and sales adoption in compliance mode, not enthusiasm.
The Enterprise Transformation Program was designed to turn the client into a connected, AI-powered service leader. That required installing a Change Management Office (CMO) as permanent infrastructure, not a temporary consulting engagement.
The Change Management Office exists to install transformational processes and engineer adoption across all sales team levels to deliver enhanced CX so that the client's value creation is realized as Sellers focus on strategic relationships vs navigating changes.
I read through all of your stuff. And I was super impressed. Loved it. Very good. The work that you're doing here is too instrumental to let you go. I think you are the biggest investment we can make for the client. Huge, huge investment. I think you are a PMO, I think you're across the workstreams and how to set it up — and it's a strategist. — Engagement Delivery Director, Salesforce ProServ (name withheld under NDA)
Designed a three-track model to stabilize short-term delivery while building long-term self-sufficiency. Led northstar and co-creation design thinking workshops with Wholesale, Technology, and Retail teams. Managed stakeholders across executive leaders in both IT and Business. Built an experience and value-led roadmap for North America operations with plans to scale globally.
Lightyears ahead of what we currently have. — Change Program Team on the Change Playbook
Short-term stabilization. Long-term self-sufficiency.
Each track has a distinct focus, duration, and ownership structure. Together they bridge immediate delivery pressure with the governance model that sustains change after Salesforce support winds down.
Track 1 · Sales Enablement (12 weeks)
Discovery & Setup: sales journey mapping, persona profiles, value propositions, sales manager activation, and playbook. 80% of the change impact for the year lives here.
Track 2 · Immediate Workstream CM (3–6 months)
Dedicated Change Management resources for Sales, Service, and B2B release cadences. Provides short-run delivery coverage while Track 1 and Track 3 build for sustainability.
Track 3 · Strategic Oversight (Ongoing)
CMO architecture, cross-workstream dependency management, adoption reporting, knowledge transfer. The self-sustaining Hub & Spoke governance model for the client team.
Change management across five concurrent workstreams.
Deep knowledge transfer across executive leadership, business unit leads, and frontline change champions. Change Management focused on sustainability from day one.
Stakeholder & Executive Alignment
Orchestrated alignment across executive sponsors, business unit leads, and frontline champions to build a unified vision for platform adoption across multiple units.
CMO Co-Creation Workshop
Facilitated the client's CMO Co-Creation Workshop and delivered the Mission Statement, Hub & Spoke governance model, and NOW/SOON/LATER roadmap — the foundation of the Change Management Office.
CMO Engineering Adoption Blueprint
Strike Team model, 4-Step skills framework, and detailed role profiles. The operating model for how the CMO sustains after Salesforce support winds down.
Adoption Feedback & Strategy
Created feedback loops to capture adoption signals and sentiment, then translated insights into actionable strategy adjustments at pace.
Stakeholder Persona Profiles
Produced Stakeholder Persona Profiles for senior client sponsors and delivered an Advisory Change Management presentation site to set up working sessions.
Managing Ambiguity
Navigated a fluid, rapidly shifting environment by maintaining flexible planning and open communication across all workstreams. Engagement extended by 4 months due to fit.
What Shipped
Multi-year transformation delivered in deliberate phases, each earning the right to the next.
Service Cloud Master Data Workstream
Successfully led Change Management for the first transformative platform go-live. Automated Mail-to-Case intake, deployed the unified Automotive Service Console, established Single Source of Truth ending the swivel-chair era across 24+ apps, built an AI-ready framework for future Agentforce deployment as a service-agent assistant.
AI Sentiment + Dealer Analytics
Expanded to 90+ end users across regional teams. Added AI Sentiment Analysis, Dealer Sales Performance analytics, and Spot Buy Opportunity Identification. Automotive Cloud + Agentforce Sales Coach + Visit Assistant live.
Projected + Actual Impact at Scale
Projected through digitally-enabled Field Service and unified CRM.
Projected increase through unified Marketing Cloud and Data Cloud personalization.
Target rate set across Field Service operations post-transformation.
Client requested 4-month extension based on fit. Dual-sided validation from both client-side Program Manager and Salesforce Engagement Delivery Director for elevated, continued role.
In Their Own Words
Real feedback from the engagement. Names and identifying details removed to honor NDAs. Roles preserved for context.
"The work that you're doing here is too instrumental to let you go. I think you are the biggest investment we can make for the client. Huge, huge investment. I think you are a PMO, I think you're across the workstreams and how to set it up — and it's a strategist."
"Simone and the team have expressed that we will continue having you work on the Change Management with the team. Thank you for all your hard work."
"Amazing! Not an easy feat so well done!"
"Congrats team! Really well orchestrated and delivered in partnership with the team!"
"Excellent job. Strong work team!"
"Client stakeholder had great things to say about you. Thank you for your hard work and dedication."
Four Takeaways
Flexibility is the discipline
In multi-workstream enterprise engagements, the plan will flip. The discipline is in maintaining communication and re-planning, not in defending the old plan.
The Playbook earns its keep when shared
A Change Playbook is only valuable if the client team can run it after you leave. Knowledge transfer is the deliverable, not the document. The CMO architecture is what makes that transfer possible.
Executive coaching unlocks program velocity
When executives are confident in the change narrative, they clear obstacles faster. Coaching is not a soft skill — it is acceleration infrastructure.
Multi-year means multi-discipline
Real transformation spans Data Cloud, Automotive Cloud, Agentforce, Field Service, Marketing Cloud. Change management has to speak all these languages and translate between them daily.
A landmark transformation turning a tire manufacturer into a connected, AI-powered service leader.
The Enterprise Transformation program is a multi-year effort to unify what decades of institutional data had kept apart. It demonstrates what happens when change management is treated as infrastructure, not a communications afterthought.
Contributions to the Change Management Office architecture ensured sustainable adoption and team alignment as the program scaled across North America, with plans to extend globally. The CMO is designed to run long after Salesforce support winds down to strategic oversight.
