Customer Adoption Engineer

2 mesi fa

Candidati

Roma, Roma Capitale, Italia BMC Helix Tempo pieno

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At BMC Helix, we don’t do ordinary. We’re the AI-native engine behind the world’s most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.

We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.

We are the change makers. With decades of leadership and established trust in IT service and operations management, we’re scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.

We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.

The Customer Adoption Engineer is the quarterback for the end-customer account post-sale — the single, accountable point of contact who owns the customer experience end to end. This applies to both direct accounts and partner-led accounts: end-customer adoption ownership sits with the Customer Adoption Engineer regardless of the sales motion.

The role combines architectural understanding of the BMC Helix solution with the relationship, coordination, and executive engagement skills needed to lead the customer through the full post-sale lifecycle.

Customer Adoption Engineers are the customer's go-to person for anything that touches BMC Helix — adoption questions, support escalations, product roadmap conversations, renewal planning — and they coordinate the full BMC Helix ecosystem (Support, Engineering, Product Management, Professional Services, Solution Engineering, Value Engineering, Renewals, Account Executives, and Partner Adoption Engineers for partner-led accounts) to deliver a unified response.

They also perform basic product configuration to remove day-to-day adoption friction, and own the leading indicators of customer sentiment and renewal health: adoption depth, outcome attainment, and executive sponsorship.

Key Responsibilities

Account Quarterback and Ecosystem Coordination

Serve as the single, accountable point of contact for the end customer across all BMC Helix touchpoints post-sale, including in partner-led accounts.
Act as the customer's go-to person when issues arise, including support tickets — triage, prioritize, and drive resolution by engaging the right teams across BMC Helix.
Coordinate the BMC Helix ecosystem into a single coherent customer experience.
For partner-led accounts, partner closely with the Partner Adoption Engineer — the Customer Adoption Engineer owns the end-customer relationship and adoption outcomes; the Partner Adoption Engineer owns the partner's capability to sell, deploy, and support effectively.
Own customer communication during incidents, escalations, and high-severity issues, ensuring the customer always knows what is happening and who is doing what.
Maintain a regular operating cadence with customers (weekly to monthly depending on segment) and lead Executive Business Reviews.

Solution Understanding and Basic Configuration

Maintain a strong architectural understanding of BMC Helix modules (AIOps, ITSM, ITOM, and HelixGPT Agentic AI — both embedded across the portfolio and as configurable standalone agents) and how they fit together to deliver customer outcomes.
Perform basic product configuration — workflow adjustments, dashboard setup, user and role configuration, standard report and notification setup, and HelixGPT agent enablement and tuning within standard parameters — to remove day-to-day adoption friction.
Identify when issues exceed basic configuration and orchestrate Solution Engineering, Support, Professional Services, or Partners to address them.
Conduct adoption health checks at defined intervals (30, 60, 90 days post go-live, then quarterly), including HelixGPT agent activation and usage, and lead remediation when usage stalls.

Adoption Planning and Outcome Delivery

Build and maintain account-specific Success and Adoption Plans that translate the original business case and sol

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