Product Adoption Specialist Team Lead

Product Adoption Specialist Team Lead

About Asset Management

The Asset Management ArcFM team delivers industry-leading utility design and asset management solutions built on the Esri ArcGIS platform.

Our mission is to help utilities modernize operations, improve data quality, and maximize the value of their technology investments through innovative software, deep industry expertise, and strong customer partnerships.

We are seeking a Product Adoption Specialist (PAS) Team Lead to drive successful customer adoption of ArcFM solutions while building and leading a high-performing team of product experts.

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 ...