Customer Adoption Engineer
Pubblicato il 13-08-2026 - BMC Helix in Roma
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 Hel