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

• 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.
• Must speak fluent German and English.

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 as a 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.

The annual base salary range represents the low and high end of the HELIX 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.

The range listed is just one component of HELIX's employee compensation package. Other rewards may include a variable plan and country specific benefits.

At 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 £ 60,300 - £ 100,500