Professional Services Consultant – Self Service

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

📋 Description

• Take ownership of a substantial, high-turnover portfolio of self-service deployments, achieving the 12-day time-to-value objective.

• Oversee the go-live intake, activation, and follow-up process through structured communication, guides, Abnormal Academy, and the customer portal.

• Conduct occasional one-off customer calls as necessary.

• Daily monitor and triage the health of deployments across open projects.

• Resolve deployment blockers utilizing internal runbooks.

• Escalate non-standard technical or relationship issues to Senior Professional Services Consultants, Support, or Engineering teams.

• Assist customers in activating their purchased products across Microsoft 365 and Google Workspace.

• Support customers in adopting platform best practices to maximize value.

• Identify potential blockers and coverage gaps early and escalate associated risks.

• Ensure account teams are aligned regarding status, risks, and next steps.

• Maintain quality standards and enhance the Professional Services customer satisfaction program.

⛳️ Requirements

• Candidates must be located on the West Coast.

• Proficient in deploying and managing SaaS products across extensive customer environment portfolios.

• Familiarity with cloud platforms such as Azure and Google Cloud.

• Basic understanding of networking fundamentals, security protocols, and email security concepts including SPF, DKIM, and DMARC.

• Strong technical analysis capabilities for diagnosing and resolving intricate deployment issues.

• Ability to articulate complex technical procedures clearly and effectively in writing for non-technical customers.

• Capacity to manage a large volume of concurrent projects with high turnover and meet tight deadlines.

• Experience utilizing AI tools to standardize repeatable tasks.

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

• Preference for experience in a high-volume, digital, or tech-touch delivery model.

• Familiarity with Salesforce/CRM and customer success platforms like Gainsight is preferred.

• Knowledge of API utilization and integration processes is preferred.

• A Bachelor’s degree in Computer Science, Information Systems, or a related field is preferred.

🏝️ Benefits

• Bonus or incentive compensation may be offered.

• Equity opportunities may be available.

• Comprehensive benefits package provided.

• Pre-employment checks conducted in accordance with security and privacy standards.