Professional Services Consultant, EMEA

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Accelerate time-to-value at scale by managing a substantial, high-turnover portfolio of self-serve deployments, ensuring that each customer reaches an activated, value-realizing state swiftly, consistently achieving the 12-day self-serve time-to-value goal.

• Execute an effective, predominantly asynchronous deployment approach. Oversee go-live intake, activation, and follow-up mainly through structured, templated communication and self-service resources (guides, Abnormal Academy, portal), while remaining flexible to occasional unstructured, one-off calls as needed.

• Daily monitor and assess deployment health. Review open deployments, categorize them (not activated / partially deployed / ready to close), and prioritize accounts requiring immediate attention within a high-volume portfolio.

• Address common deployment obstacles. Utilize internal runbooks and escalate non-standard technical or relationship challenges to Senior PS Consultants, Support, or Engineering, providing clear context.

• Assist customers in achieving full value. Support customers in activating all products they've acquired (Inbound Email Security (IES), Account Takeover Protection (ATO), AI Security Mailbox (AISM), Email Productivity, and other add-ons) across Microsoft 365 and Google Workspace, while promoting best practices to maximize their platform usage.

• Manage risks proactively. Identify blockers and coverage gaps early, escalating issues to ensure deployments remain on track.

• Collaborate cross-functionally and maintain transparency. Keep the account team informed about status, risks, and next steps for each account you manage.

• Elevate quality and customer satisfaction (CSAT). Adhere to Abnormal's quality standards and contribute to enhancing the Professional Services customer satisfaction program.

⛳️ Requirements

• Possess genuine curiosity about a customer's fundamental needs (beyond their explicit requests), with the ability to prioritize effectively and communicate transparently when customer demands conflict.

• Proficient in deploying and managing SaaS products across a broad range of customer environments, including cloud platforms like Azure and Google Cloud.

• Knowledgeable in networking fundamentals, security protocols, and email security concepts (SPF, DKIM, DMARC) to aid customer configurations and troubleshoot effectively.

• Strong technical analysis capabilities to quickly diagnose and resolve complex deployment challenges, even with limited information; this includes the ability to articulate intricate technical processes in a clear and actionable manner for non-technical customers in writing.

• Proven track record of managing a large volume of concurrent projects with high turnover, prioritizing effectively, and consistently meeting tight deadlines.

• Experience leveraging AI tools to create templates for repeatable tasks, allowing for greater focus on deployments that require more nuanced judgment.

• A minimum of 2 years in technical support or Professional Services consulting, delivering enterprise-grade, cybersecurity-related SaaS platforms within a high-growth setting.

🏝️ Benefits

• AI and our hiring process

• Equal opportunity employer