Product Adoption Specialist Team Lead

Position Summary

The Product Adoption Specialist Team Lead is responsible for leading a team of Product Adoption Specialists who partner with customers, implementation teams, and strategic partners to accelerate successful adoption of ArcFM products and capabilities.

This role serves as the bridge between Product Management, R&D, Professional Services, partners, and customers. The team provides deep product expertise throughout implementations, ensuring customer business requirements are effectively translated into solution designs, configurations, and workflows that leverage existing product capabilities.

As a trusted advisor, the PAS Team Lead will guide customers through discovery, design, and adoption activities while helping implementation teams apply industry and product best practices. The role also plays a critical part in capturing customer feedback, validating real-world use cases, and influencing future product direction.

Success in this position requires a unique combination of technical expertise, leadership, problem-solving ability, and exceptional relationship-building skills.

Key Responsibilities

Team Leadership & Strategy

• Lead, mentor, and develop a team of 3-5 Product Adoption Specialists located across North America and Europe.
• Define and evolve the team's operating model, engagement processes, and adoption strategies.
• Establish best practices, knowledge-sharing processes, and consistent delivery standards across the team.
• Foster a culture of customer success, product expertise, collaboration, and continuous learning.

Customer & Partner Engagement

• Represent the Product Organization during customer and partner workshops, participating in discovery, planning, solution design, and implementation activities.
• Serve as a trusted advisor to customers, implementation teams, and partners throughout deployment and adoption initiatives.
• Facilitate discussions around utility business processes, data models, network design, and workflow optimization.
• Advocate for early customer adoption by encouraging hands-on product usage within customer environments and business processes.
• Build strong relationships with customer stakeholders, implementation teams, partners, and executive sponsors.

Product Expertise & Adoption

• Act as a subject matter expert for Esri Utility Network and ArcFM solutions.
• Provide guidance on configuration, administration, workflows, and best practices to maximize customer success.
• Support implementation teams by helping align customer business requirements with existing product capabilities.
• Develop and demonstrate customer use cases that showcase product value and support successful project outcomes.
• Identify adoption barriers and recommend strategies, tooling, and process improvements to accelerate customer success.

Product Feedback & Innovation

• Partner closely with Product Management and R&D to communicate customer needs, implementation challenges, and emerging market requirements.
• Reverse-demo customer business processes and workflows to development teams to ensure customer scenarios are accurately understood.
• Validate new functionality against real-world business processes and implementation scenarios.
• Participate in escalation reviews and recurring feedback sessions between support, implementation, and development teams.
• Help translate customer feedback into future product enhancements, requirements, and strategic initiatives.

Knowledge Management

• Develop and maintain implementation starter kits, adoption frameworks, training materials, and technical knowledge assets.
• Identify recurring adoption challenges and create reusable guidance, tools, and documentation to improve customer outcomes.
• Promote best practices across customer, partner, and internal stakeholder communities.

Qualifications

Required Experience & Skills

• Deep expertise in Esri Utility Network architecture, concepts, and data modeling principles.
• Strong knowledge of ArcFM Configuration for the Utility Network, ArcGIS Pro, Editor XI, Designer XI, and related solution workflows.
• Experience facilitating customer workshops focused on business process design, data modeling, and solution architecture.
• Demonstrated ability to translate customer business requirements into product configurations, workflows, and adoption strategies.
• Experience supporting enterprise software implementations, consulting engagements, or product adoption programs.
• Strong understanding of software development lifecycles, product planning, and customer-driven prioritization.
• Excellent communication, facilitation, presentation, and relationship-building skills.
• Proven ability to influence without authority across cross-functional teams and customer organizations.
• Strong analytical and problem-solving skills with a customer-first mindset.

Product Expertise Expectations

The ideal candidate has demonstrated interest and aptitude in developing comprehensive product expertise, including:

• User experience and operational workflows
• Product configuration and administration
• Data models and migration strategies
• Integration architecture and cloud-based services
• Application architecture and troubleshooting
• Utility industry business processes and best practices

Education & Experience

• Bachelor's degree in computer science, Computer Information Systems, Electrical Engineering, GIS, or related discipline, or equivalent practical experience.
• Minimum 5+ years of experience in utility software, GIS, implementation consulting, product management, solution architecture, or a related field.
• Experience leading teams, mentoring technical professionals, or driving cross-functional initiatives is strongly preferred.

Why This Role Matters

The Product Adoption Specialist Team Lead plays a critical role in ensuring customers realize value from their ArcFM investments while creating a direct feedback loop between customer experiences and product innovation. This position combines technical leadership, customer engagement, team development, and strategic product influence, making it a highly visible role with significant impact across the business.

What's in it for me?

• Lead high-visibility products with global reach and strategic importance
• Shape the direction of offerings that drive business growth and customer satisfaction
• Work with talented, collaborative teams committed to innovation and excellence
• Grow your career through exposure to diverse markets and complex challenges

Bring your product expertise to a team that values impact and innovation - apply today!