Product Owner (Customer Adoption)

Elite Technical•Herndon, VA

13d•Onsite

About The Position

Elite Technical is seeking a Product Owner with a background in Client Interactions to drives value to both customers and the internal business by serving as the primary liaison between client stakeholders and internal delivery teams. Partners with customers to guide plan discovery, adoption, and post-adoption support, ensuring that product solutions deliver measurable business outcomes. Represents the voice of the customer in backlog prioritization, roadmap planning, and feature development, while fostering long-term client relationships built on trust and service excellence. ServiceNow expertise is essential to effectively manage product backlogs, streamline workflows, and deliver customer-centric solutions. ESSENTIAL FUNCTIONS: -- 70% Enable successful customer adoption of solutions by working closely with clients to understand their operational needs, translate those needs into product capabilities, and ensure the current system supports their workflows. Serve as the trusted advisor guiding customers through discovery, adoption, and post-adoption support. Conduct in-depth discovery sessions with customers to capture operational requirements, pain points, and desired outcomes. Map customer processes against product capabilities to identify gaps, opportunities, and adoption pathways. Analyze customer feedback and usage data to continuously refine understanding of adoption challenges and opportunities. Identify key stakeholders and champions within customer organizations to support adoption efforts. Assess readiness for change and tailor adoption strategies accordingly. Develop metrics and KPIs to measure adoption success and inform ongoing improvements. Serve as the accountable owner for customer success across product adoption and lifecycle management. - Act as the primary point of contact for customer accounts, providing proactive communication, updates, and support throughout the adoption journey. Guide customers through onboarding and implementation, ensuring smooth transitions and effective use of product capabilities. Partner with business analysts and technologists to break down MVPs into actionable user stories that reflect customer priorities. Provide post-adoption support, including performance reviews, feedback sessions, and continuous improvement planning. Educate customers and internal stakeholders on product features, best practices, and value realization. This position is a contract to permanent opportunity with frequent onsite visits after onboarding in Reston VA. This position also requires a final round F2F interview in Reston VA.

Requirements

Education Level: Bachelor's Degree - In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
Experience: 6 years+ years of total experience, with at least 4 years of agile product owner experience
Seasoned ServiceNow Product Owner with deep expertise in platform capabilities across ITSM, HRSD, and CRM modules.
Proven ability to deliver post-adoption account management experiences, ensuring customer satisfaction and long-term value realization.
Skilled in building trusted relationships with internal and external stakeholders across business and IT functions.
Adept at communicating complex technical concepts in clear, business-friendly language.
Comfortable facilitating workshops, demos, and roadmap discussions with C-level audiences

Responsibilities

Enable successful customer adoption of solutions by working closely with clients to understand their operational needs, translate those needs into product capabilities, and ensure the current system supports their workflows.
Serve as the trusted advisor guiding customers through discovery, adoption, and post-adoption support.
Conduct in-depth discovery sessions with customers to capture operational requirements, pain points, and desired outcomes.
Map customer processes against product capabilities to identify gaps, opportunities, and adoption pathways.
Analyze customer feedback and usage data to continuously refine understanding of adoption challenges and opportunities.
Identify key stakeholders and champions within customer organizations to support adoption efforts.
Assess readiness for change and tailor adoption strategies accordingly.
Develop metrics and KPIs to measure adoption success and inform ongoing improvements.
Serve as the accountable owner for customer success across product adoption and lifecycle management.
Act as the primary point of contact for customer accounts, providing proactive communication, updates, and support throughout the adoption journey.
Guide customers through onboarding and implementation, ensuring smooth transitions and effective use of product capabilities.
Partner with business analysts and technologists to break down MVPs into actionable user stories that reflect customer priorities.
Provide post-adoption support, including performance reviews, feedback sessions, and continuous improvement planning.
Educate customers and internal stakeholders on product features, best practices, and value realization.