Role Summary

The Customer Adoption Engineer owns the end-to-end post-sale experience for assigned BMC Helix customers across both direct and partner-led accounts. Acting as the primary customer contact, this role combines solution knowledge, customer relationship management, technical coordination, and executive engagement to drive adoption, business outcomes, retention, and expansion.

The Customer Adoption Engineer coordinates teams across Support, Engineering, Product Management, Professional Services, Solution Engineering, Value Engineering, Renewals, Account Executives, and Partners to provide customers with a unified experience. The role also performs basic product configuration to remove adoption barriers and improve time-to-value.

Key Responsibilities: Customer Ownership and Coordination

- Serve as the primary point of accountability for customers throughout the post-sale lifecycle.
- Coordinate internal teams and partners to resolve support issues, escalations, and adoption challenges.
- Manage customer communication during critical incidents and ensure clear ownership, actions, and timelines.
- Maintain regular customer governance meetings and lead Executive Business Reviews.
- In partner-led accounts, own the end-customer relationship while working with Partner Adoption Engineers responsible for partner capability and delivery readiness.

Solution Adoption and Configuration
- Maintain a strong understanding of BMC Helix ITSM, ITOM, AIOps, observability, and HelixGPT Agentic AI capabilities.
- Perform basic configuration, including workflows, dashboards, reports, notifications, users, roles, and standard HelixGPT agent enablement.




- Conduct adoption health checks at 30, 60, and 90 days after go-live and quarterly thereafter.
- Engage Support, Solution Engineering, Professional Services, or Partners when specialist assistance is required.

Adoption and Outcome Management
- Develop account-specific Success and Adoption Plans aligned with the customer’s business case and expected outcomes.
- Drive feature activation, platform utilisation, and HelixGPT agent adoption.
- Deliver enablement sessions and create customer-specific playbooks, best-practice guides, and training materials.
- Benchmark customer maturity and recommend relevant BMC Helix best practices.

Retention and Expansion
- Identify adoption risks and provide evidence-based renewal health updates 90–120 days before renewal.
- Lead recovery plans for at-risk customers in partnership with Renewals and account leadership.
- Support Quarterly Value Reviews with adoption, usage, and outcome data.
- Identify expansion opportunities and share qualified use cases with Account Executives.

Voice of the Customer
- Capture customer feedback, product gaps, feature requests, and adoption barriers.
- Represent customer needs to Product Management, Engineering, and Support teams.
- Contribute to reusable adoption playbooks,



customer success assets, and onboarding materials.
- Mentor and support newer Customer Adoption Engineers.

Required Skills and Experience
- Experience owning enterprise customer relationships and coordinating cross-functional teams.
- Strong understanding of enterprise SaaS solutions, ideally within ITSM, ITOM, AIOps, automation, or observability.
- Experience driving customer adoption, measurable outcomes, retention, and account health.
- Familiarity with enterprise product configuration and the ability to make standard changes without specialist support.
- Working knowledge of agentic AI and the deployment, enablement, or tuning of AI agents in enterprise environments.
- Robust executive presence and experience engaging director, VP, and C-suite stakeholders.
- Excellent communication and escalation-management skills.

Preferred Qualifications
- Experience with BMC Helix products.
- Experience driving adoption of AI or automation solutions.
- Experience supporting partner-led customer accounts.
- ITIL Foundation certification.
- Experience working with dedicated SaaS Renewals teams.
- Familiarity with Gainsight, Symbe, or similar customer success, value-management, and adoption analytics platforms.

Success Measures
- Customer adoption health and feature-utilisation depth.
- HelixGPT agent activation and usage.
- Time-to-value following customer go-live.
- Gross and net revenue retention.
- Expansion opportunities generated from managed accounts.
- Customer relationship health and CSAT.
- Escalation resolution time and customer satisfaction.

📌 Customer Success Manager (Pune)
🏢 BMC Software
📍 Pune