AI-Driven Customer Adoption Engineer

BMC Helix; Greater London; On-site; GBP 60,000 - 101,000; Full time

Job summary

BMC Helix is seeking a Customer Adoption Engineer to own the post-sale customer experience across enterprises. You will coordinate across the BMC Helix ecosystem, manage incidents, and drive adoption outcomes with executive stakeholders.

You will build adoption plans, lead value reviews, and work with Product, Support, and Renewals to ensure customer success. Strong communication and ITIL familiarity are essential for this role.

Qualifications

• Experience as single point of accountability for enterprise accounts.
• Architectural understanding of enterprise software (ITSM/AIOps/ITOM).
• Familiarity with agentic AI concepts and enterprise SaaS configuration.
• Proven track record delivering adoption and retention in enterprise accounts.

Responsibilities

• Serve as the single, accountable point of contact for the end customer post-sale across all BMC Helix touchpoints.
• Coordinate the BMC Helix ecosystem into a single coherent customer experience.
• Own communications during incidents, escalations, and high-severity issues with clear ownership.
• Lead quarterly value reviews and renewal conversations with stakeholders.
• Build adoption plans and drive feature activation aligned with customer outcomes.

Skills

Executive communication

Cross-functional collaboration

Customer adoption

Project coordination

ITIL familiarity

Education

ITIL Foundation

Tools

GainSight

Symbe

HelixGPT

Job description

BMC Helix is seeking a Customer Adoption Engineer to own the post-sale customer experience across enterprises. You will coordinate across the BMC Helix ecosystem, manage incidents, and drive adoption outcomes with executive stakeholders.

You will build adoption plans, lead value reviews, and work with Product, Support, and Renewals to ensure customer success. Strong communication and ITIL familiarity are essential for this role.