Website:
helixops.ai
Job details:
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This Is Helix. Powered by You.
At
BMC Helix, we don’t do ordinary. We’re the
AI-native engine behind the world’s most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.
We are a mix of
curious minds, creative thinkers, and courageous builders who believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.
We are the change makers. With decades of leadership and established trust in IT service and operations management, we’re scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D. Our open-first
Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.
We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.
Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments. Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC's strategy!
Role Summary
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 applies to both direct accounts and partner-led accounts: end-customer adoption ownership sits with the Customer Adoption Engineer regardless of the sales motion. The 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.
Key Responsibilities
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.
To ensure you’re set up for success, you will bring the following skillset & experience:
- Demonstrated experience acting as the single point of accountability for enterprise accounts, including 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 how AI agents are deployed and tuned in enterprise environments.
- Working familiarity with product configuration in enterprise SaaS platforms — comfortable making basic configuration changes in a customer environment without specialist support.
- Demonstrated 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 the ability to manage executive communication during high-pressure incidents and escalations.
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 operating alongside dedicated Renewals teams in a SaaS environment.
- Familiarity with Customer Success platforms (GainSight), Value platforms (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.
Why Work Here? Because You’ll Matter.
We’re not hiring for roles—we’re hiring for
impact. At Helix, you’ll solve hard problems, build smart solutions, and work with people who challenge and champion you. You’ll see your ideas come to life—and your work make a difference.
We believe in
trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same. Whether you’re remote or in-office, you’ll find space to show up fully and contribute meaningfully. You won’t be boxed in—you’ll be backed up.
Make Your Mark At Helix
If Helix excites you but you're unsure if you meet every qualification,
apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.
EEOC Statement
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 asa protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.
BMC Helix maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.
At HELIX we believe in pay transparency and have set the midpoint of the salary band for this role at 4,700,000 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.
The salary listed is just one component of HELIX's employee compensation package. Other rewards may include a variable plan and country specific benefits.
We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices.
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Returnship@BMC )
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