Customer Adoption Engineer - Spain - must speak fluent Spanish & English
2 days ago
Madrid
ppLooking for details about our benefits? You can learn more about them by clicking HERE. 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. /p pWhat are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI. /p pWe 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. /p pWe 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 RD. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision. /p pWe 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. /p pThe 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. /p pThe 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. /p pCustomer 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. /p pThey 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. /p h3Key Responsibilities /h3 ul liServe as the single, accountable point of contact for the end customer across all BMC Helix touchpoints post-sale, including in partner-led accounts. /li liAct 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. /li liCoordinate the BMC Helix ecosystem into a single coherent customer experience. /li liFor 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. /li liOwn customer communication during incidents, escalations, and high-severity issues, ensuring the customer always knows what is happening and who is doing what. /li liMaintain a regular operating cadence with customers (weekly to monthly depending on segment) and lead Executive Business Reviews. /li /ul h3Solution Understanding and Basic Configuration /h3 ul liMaintain 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. /li liPerform 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. /li liIdentify when issues exceed basic configuration and orchestrate Solution Engineering, Support, Professional Services, or Partners to address them. /li liConduct 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. /li /ul h3Adoption Planning and Outcome Delivery /h3 ul liBuild 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. /li liDrive feature activation across BMC Helix modules in alignment with customer priorities and committed business outcomes. /li liBenchmark customer maturity against peer organizations and champion BMC Helix best practices. /li liDeliver enablement sessions for customer administrators, operators, and end users. /li liBuild customer-specific adoption playbooks, best practice guides, and enablement materials. /li /ul h3Renewal and Expansion Enablement /h3 ul liSurface adoption health, outcome attainment, and risk signals to the Renewals team 90 to 120 days before renewal, with supporting evidence. /li liCo-deliver Quarterly Value Reviews with the Value Engineer (where applicable), providing the usage and outcome data that underpins value realization claims. /li liIdentify 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. /li liLead risk escalation and recovery plans for at‑risk accounts, partnering with the Renewals team and account leadership. /li /ul h3Voice of Customer and Continuous Improvement /h3 ul liRepresent the customer's voice across the BMC Helix ecosystem, ensuring product, support, and engineering teams understand customer reality on the ground. /li liCapture structured feedback on product gaps, friction points, and feature requests for BMC Product Management, including HelixGPT agent behavior in production. /li liContribute to the BMC Helix adoption playbook and reusable customer success assets. /li liMentor newer Customer Adoption Engineers and contribute to onboarding curricula. /li /ul h3Required Qualifications /h3 ul liDemonstrated experience acting as the single point of accountability for enterprise accounts, including coordinating cross-functional teams to resolve customer issues. /li liArchitectural understanding of enterprise software solutions, ideally in IT service management, AIOps, IT operations, or observability domains. /li liWorking familiarity with agentic AI concepts and how AI agents are deployed and tuned in enterprise environments. /li liWorking familiarity with product configuration in enterprise SaaS platforms — comfortable making basic configuration changes in a customer environment without specialist support. /li liDemonstrated track record of driving measurable adoption and retention outcomes in enterprise accounts. /li liStrong executive presence and stakeholder management skills, including comfort presenting to director, VP, and C‑suite contacts. /li liExcellent written and verbal communication skills, including the ability to manage executive communication during high‑pressure incidents and escalations. /li liMust speak fluent Spanish and English. /li /ul h3Preferred Qualifications /h3 ul liDirect BMC Helix product familiarity. /li liExperience driving adoption of AI or automation capabilities in enterprise customer environments. /li liExperience operating in partner‑led accounts alongside channel teams. /li liITIL Foundation certification. /li liExperience operating alongside dedicated Renewals teams in a SaaS environment. /li liFamiliarity with Customer Success platforms (GainSight), Value platforms (Symbe) and adoption analytics tooling. /li /ul h3Success Measures /h3 ul liAdoption health and feature adoption depth across managed accounts, including HelixGPT agent activation and utilization. /li liTime‑to‑value for new customers (days from go‑live to first measurable outcome). /li liGross retention and net retention rates across managed accounts. /li liExpansion pipeline sourced from managed accounts. /li liCustomer‑reported relationship health and CSAT. /li liSupport escalation resolution time and customer satisfaction with escalation handling. /li /ul h3Why Work Here? Because You’ll Matter. /h3 pWe’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. /p pWe 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. /p h3Make Your Mark At Helix /h3 pIf 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. /p h3EEOC Statement /h3 pHelix 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 as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page. /p pBMC Helix maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process. /p pThe annual base salary range represents the low and high end of the BMC salary range for this position. 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. /p pThe range listed is just one component of HELIX's employee compensation package. Other rewards may include a variable plan and country specific benefits. /p pAt HELIX, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is €51,975 - €86,625. /p /p #J-18808-Ljbffr