Professional Services Consultant – Self Service

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

📋 Description

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

• Execute an effective, 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), while remaining adaptable 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 in a high-volume environment.

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

• Assist customers in achieving full value. Guide customers in activating all purchased products (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 platform benefits.

• Actively manage potential risks. Identify blockers and coverage gaps early, escalating as necessary to ensure continuous deployment progress.

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

• Enhance quality and customer satisfaction. Uphold Abnormal's quality standards and contribute to the improvement of the Professional Services customer satisfaction program.

⛳️ Requirements

• Possess a genuine curiosity about a customer's underlying 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 diverse portfolio of customer environments, utilizing cloud platforms like Azure and Google Cloud.

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

• Strong analytical skills for quickly diagnosing and resolving complex deployment issues, even with limited information; capable of articulating intricate technical processes clearly and accessibly for non-technical customers in written form.

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

• Experience leveraging AI tools to standardize repetitive tasks, allowing for focused judgment on the deployments that require it most.

• 2+ years in technical support or Professional Services consulting, delivering enterprise-grade, cybersecurity-related SaaS platforms in a rapidly growing environment.

🏝️ Benefits

• Actual compensation will be based on various non-discriminatory factors including skills, experience, qualifications, and geographic location.

• In addition to the base salary, this role may qualify for bonus or incentive compensation, equity, and a comprehensive benefits package.