Professional Services Consultant – EMEA

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

📋 Description

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

• Implement an efficient, predominantly asynchronous deployment process. Oversee go-live intake, activation, and follow-up mainly through structured, templated communication and self-service resources (guides, Abnormal Academy, portal) instead of one-off scheduled calls, while also being prepared to adapt to occasional unstructured calls when necessary.

• Conduct daily monitoring and triage of 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.

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

• Assist customers in realizing full value. Ensure customers activate all products they have 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, and promote best practices to maximize their use of the platform.

• Proactively identify and manage risks. Detect blockers and coverage gaps early and escalate issues to maintain the momentum of deployments.

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

• Elevate quality and customer satisfaction. Adhere to Abnormal's quality benchmarks and contribute to enhancing the Professional Services customer satisfaction initiative.

⛳️ Requirements

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

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

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

• Strong technical analysis capabilities to swiftly diagnose and resolve complex deployment issues, even with limited information, and to communicate intricate technical processes clearly and actionably for non-technical customers in written form.

• Demonstrated ability to handle a large, high-turnover volume of concurrent projects, prioritize effectively, and consistently meet tight deadlines.

• Experience utilizing AI tools to standardize repeatable tasks and allocate your judgment to the deployments that truly require it.

🏝️ Benefits

• Health insurance

• Professional development opportunities