Customer Adoption Engineer - Italy

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Customer Adoption Engineer

The Customer Adoption Engineer is the quarterback for the end‑customer account post‑sale. Acting as the single, accountable point of contact, the role owns the full customer experience across all BMC Helix touchpoints, whether direct or partner‑led. The Engineer coordinates the BMC Helix ecosystem—Support, Engineering, Product Management, Professional Services, Solution Engineering, and Renewals—delivering a unified, coherent response to all customer needs and driving adoption, renewal, and expansion outcomes.

Key Responsibilities

Account Quarterback and Ecosystem Coordination

- Serve as the single point of contact for the end customer across all BMC Helix touchpoints post‑sale, including partner‑led accounts.
- Triage, prioritize, and drive resolution of support tickets and other customer issues by engaging the right teams.
- Coordinate the BMC Helix ecosystem into a single coherent customer experience.
- Partner closely with the Partner Adoption Engineer for partner‑led accounts while maintaining ownership of the end‑customer relationship.
- Own customer communication during incidents, escalations, and high‑severity issues, ensuring the customer is kept informed.
- Maintain a regular operating cadence with customers (weekly to monthly) and lead Executive Business Reviews.

Solution Understanding and Basic Configuration

- Maintain a strong architectural understanding of BMC Helix modules (AIOps, ITSM, ITOM, HelixGPT Agentic AI) and how they deliver customer outcomes.
- Perform basic product configuration—workflow adjustments, dashboard setup, user and role configuration, standard report and notification setup, and HelixGPT agent enablement—to remove day‑to‑day adoption friction.
- Identify when issues exceed basic configuration and orchestrate Solution Engineering, Support, Professional Services, or Partners to resolve 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 translating the original business case into measurable milestones, including HelixGPT agent activation roadmaps.
- Drive feature activation across BMC Helix modules in alignment with customer priorities and committed business outcomes.




- Benchmark customer maturity against peer organizations and champion BMC Helix best practices.
- Deliver enablement sessions for customer administrators, operators, and end users.
- Build customer‑specific adoption playbooks, best practice guides, and enablement materials.

Renewal and Expansion Enablement

- Surface adoption health, outcome attainment, and risk signals to the Renewals team 90 to 120 days before renewal with supporting evidence.
- Co‑deliver Quarterly Value Reviews with the Value Engineer (where applicable) to provide the usage and outcome data underlying value claims.
- Identify expansion opportunities based on observed customer needs and adjacent BMC Helix capabilities, including HelixGPT use cases, and hand them to Account Executives with supporting context.
- Lead risk escalation and recovery plans for at‑risk accounts in partnership with the Renewals team and account leadership.

Voice of Customer and Continuous Improvement

- Represent the customer’s voice across the BMC Helix ecosystem, ensuring product, support, and engineering teams understand customer realities.
- Capture structured feedback on product gaps, friction points, and feature requests for product management, including HelixGPT behavior in production.
- Contribute to the BMC Helix adoption playbook and reusable customer success assets.
- Mentor newer Customer Adoption Engineers and contribute to onboarding curricula.

Required Qualifications

- Experience acting as the single point of accountability for enterprise accounts, coordinating cross‑functional teams to resolve customer issues.
- Architectural understanding of enterprise software solutions, ideally in IT service management, AIOps, IT operations, or observability domains.
- Working familiarity with agentic AI concepts and deployment in enterprise environments.
- Experience configuring product in enterprise SaaS platforms—comfortable making basic configuration changes in a customer environment without specialist support.




- Track record of driving measurable adoption and retention outcomes in enterprise accounts.
- Strong executive presence and stakeholder management skills, including comfort presenting to director, VP, and C‑suite contacts.
- Excellent written and verbal communication skills, including managing executive communication during high‑pressure incidents and escalations.
- Fluent in Italian and English.

Preferred Qualifications

- Direct BMC Helix product familiarity.
- Experience driving adoption of AI or automation capabilities in enterprise customer environments.
- Experience operating in partner‑led accounts alongside channel teams.
- ITIL Foundation certification.
- Experience working with dedicated Renewals teams in a SaaS environment.
- Familiarity with Customer Success platforms (e.g., GainSight), Value platforms (e.g., Symbe), and adoption analytics tooling.

Success Measures

- Adoption health and feature adoption depth across managed accounts, including HelixGPT agent activation and utilization.
- Time‑to‑value for new customers (days from go‑live to first measurable outcome).
- Gross retention and net retention rates across managed accounts.
- Expansion pipeline sourced from managed accounts.
- Customer‑reported relationship health and CSAT.
- Support escalation resolution time and customer satisfaction with escalation handling.

Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran, or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

We do not request any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

The annual base salary range represents the low and high end of the BMC Helix salary range for this position. Actual salaries depend on a wide range of factors considered in compensation decisions, including skill sets, experience, training, licensure, certifications, and other business needs. The range listed is one component of Helix’s employee compensation package. Other rewards may include a variable plan and country‑specific benefits. The current estimated range is €51,225 - €85,375.

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Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/79nwa6