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 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.
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 solution intent into measurable adoption 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), providing the usage and outcome data that underpins value realization claims.
Identify expansion opportunities based on observed customer needs and adjacent BMC Helix capabilities — including additional HelixGPT agent use cases — and hand them to Account Executives with supporting context.
Lead risk escalation and recovery plans for at‑risk accounts, partnering 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 reality on the ground.
Capture structured feedback on product gaps, friction points, and feature requests for BMC Product Management, including HelixGPT agent 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
Must speak fluent

📌 Customer Adoption Engineer (Madrid)
🏢 BMC Helix
📍 Madrid