Professional Services Consultant (Self Service)

About the Role

Abnormal AI is looking for a Professional Services Consultant to join the Self-Serve Professional Services team. The Self-Serve team owns the post-sales technical deployment for our smaller, lower-touch accounts from our Mid-Market/Commercial book of business that move through implementation on a fast, largely asynchronous motion rather than a scheduled, high-touch consulting engagement. This role will carry a large, high-turnover portfolio of concurrent deployments and are expected to bring customers to full value in days, not weeks, against a 12-day time-to-value target. Drawing on your knowledge of enterprise mail flow and email security, you'll guide customers through activation, troubleshoot the harder technical cases that come up, and keep dozens of accounts moving at once. The ideal candidate is energized by real speed and real scale, and thrives in an environment where things move fast and nothing stays still for long.

What you will do 

• Drive fast time-to-value at scale. Own a large, high-turnover portfolio of self-serve deployments and get each customer to an activated, value-realizing state quickly, consistently meeting the 12-day self-serve time-to-value target.
• Run an efficient, largely asynchronous deployment motion. Manage go-live intake, activation, and follow-up primarily through structured, templated communication and self-service enablement (guides, Abnormal Academy, portal) rather than one-off scheduled calls, while also being able to pivot to occasional one-off calls that will not be as structured or scripted. 
• Monitor and triage deployment health daily. Sweep open deployments, classify them (not activated / partially deployed / ready to close), and prioritize the accounts that need attention today across a high-volume book.
• Troubleshoot common deployment blockers. Use internal runbooks, and escalate non-standard technical or relationship issues to Senior PS Consultants, Support, or Engineering with clear context.
• Guide customers to full value. Help customers activate every product they've purchased (Inbound Email Security (IES), Account Takeover Protection (ATO), AI Security Mailbox (AISM), Email Productivity, and other add-ons) across Microsoft 365 and Google Workspace, and adopt best practices that get them the most from the platform.
• Proactively manage risk. Spot blockers and coverage gaps early and escalate to keep deployments moving.
• Work cross-functionally and transparently. Keep the account team aligned on status, risks, and next steps for every account you touch.
• Raise the bar on quality and CSAT. Uphold Abnormal's quality standards and help strengthen the Professional Services customer-satisfaction program.

Must Haves 

• Genuinely curious about a customer's underlying needs (not just what they literally ask for), and able to prioritize clearly and communicate transparently when customer demands compete.
• Skilled in deploying and managing SaaS products across a large portfolio of customer environments, spanning cloud platforms such as Azure and Google Cloud. 
• Understanding of networking basics, security protocols, and email security concepts (SPF, DKIM, DMARC) to support customer configurations and troubleshoot effectively.
• Strong technical analysis skills to diagnose and resolve complex deployment issues quickly, even with limited information; and including the ability to make complex technical steps clear and actionable for non-technical customers in writing.
• Proven ability to manage a large, high-turnover volume of concurrent projects, prioritize ruthlessly, and consistently hit fast deadlines.
• Experience using AI tools to templatize repeatable work and free up your judgment for the deployments that actually need it.
• 2+ years in technical support or Professional Services consulting, delivering enterprise-grade, cybersecurity-related SaaS platforms in a high-growth environment.

Nice to Have 

• Experience in a high-volume, digital, or tech-touch delivery model (as opposed to a purely high-touch consulting model).
• Comfort working directly in Salesforce/CRM and customer-success platforms (e.g., Gainsight) to track and prioritize a deployment queue.
• Knowledge of API use and integration processes to connect Abnormal with other tools in a customer's tech stack.
• BS degree in Computer Science, Information Systems, or a related field.

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