About the Role
At the company, we are redefining enterprise IT through our AI-native engine, empowering organizations to focus on impactful innovation. Our Customer Adoption Engineer role is essential as it serves as the single accountable point of contact for customers following a sale. By combining a deep architectural understanding of the company's solutions with exceptional relationship management skills, the Customer Adoption Engineer will guide customers through their post-sale lifecycle, ensuring effective adoption and satisfaction.
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Key Responsibilities
Account Quarterback and Ecosystem Coordination
- Serve as the single point of contact for end customers across all the company's touchpoints post-sale, including in partner-led accounts.
- Act as the go-to person for customers when issues arise, managing support tickets, and engaging relevant teams for resolution.
- Provide coherent customer experiences through effective coordination with the company's ecosystem.
- Maintain consistent communication during incidents or escalations, ensuring customers are informed and supported.
- Conduct regular operational meetings with customers and lead Executive Business Reviews.
Solution Understanding and Basic Configuration
- Maintain a robust knowledge of the company's modules (AIOps, ITSM, ITOM, and HelixGPT Agentic AI) and their applications to drive customer outcomes.
- Perform basic product configuration to ease day-to-day adoption challenges, including workflow adjustments and user settings.
- Rapidly prototype and deliver functional features using AI-assisted development tools.
- Conduct adoption health checks at defined intervals and lead remediation initiatives when necessary.
Adoption Planning and Outcome Delivery
- Create and uphold account-specific Success and Adoption Plans that align with original business objectives and measurable adoption milestones.
- Encourage feature activation aligned with customer needs and committed business outcomes.
- Conduct enablement sessions for various customer roles and develop tailored adoption materials.
Renewal and Expansion Enablement
- Proactively identify adoption health and risks to the Renewals team well ahead of contract renewals.
- Collaborate on Quarterly Value Reviews, providing insights into usage and outcomes.
- Identify growth opportunities and collaborate with Account Executives to seize them.
- Implement recovery strategies for at-risk accounts in partnership with the Renewals team.
Voice of Customer and Continuous Improvement
- Represent the customer's interests across the company's ecosystem to ensure accurate comprehension of customer needs.
- Collect and structure feedback for product management, including feature requests and issues.
- Mentor new Customer Adoption Engineers and contribute to onboarding processes.
Required Qualifications
- Fluent in Arabic and English.
- Proven experience as a single point of accountability for enterprise accounts, effectively coordinating cross-functional teams.
- Understanding of enterprise software architecture, specifically in IT service management, AIOps, IT operations, or observability.
- Familiarity with agentic AI and its applications in enterprise environments.
- Competence in basic product configuration within enterprise SaaS platforms.
- Demonstrated success in driving adoption and retention in enterprise accounts.
- Strong presentation and stakeholder management skills, particularly with executive-level interactions.
- Excellent verbal and written communication abilities, especially during high-pressure situations.
Preferred Qualifications
- Familiarity with the company's products.
- Experience with AI or automation implementation in enterprise settings.
- Previous collaboration in partner-led accounts.
- ITIL Foundation certification.
- Experience with SaaS renewal processes.
- Knowledge of Customer Success platforms and analytics tools.
Success Measures
- Health and utilization of feature adoption across managed accounts.
- Time to value for new customers.
- Retention rates in managed accounts.
- Expansion opportunities identified from managed accounts.
- Customer-reported relationship health and satisfaction.
- Effectiveness of escalation handling and support resolution times.
Why Work Here?
We’re looking for individuals driven by the desire to make an impact. At the company, you will engage with challenging problems and collaborate with forward-thinking individuals who will support your ideas and contributions. We foster a culture built on trust, transparency, and collaboration, creating an inclusive environment for both remote and in-office work.
EEOC Statement
We are committed to equal opportunity employment and strive to maintain a fair and ethical hiring process for all candidates, regardless of demographic factors. If you require any accommodations during the application process, we are here to assist you.
