Professional Services Consultant (Self Service)

Summary

Abnormal AI is seeking a Professional Services Consultant to join its Self-Serve Professional Services team. The role owns a high-volume portfolio of technical SaaS deployments, guiding customers through activation, troubleshooting deployment issues, and driving them to full value within a 12-day target. The consultant will manage deployment health, proactively mitigate risks, and coordinate transparently with account teams and internal stakeholders.

Responsibilities

• 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

Skills

• We're looking for candidates based on the West Coast to best support the needs of this role and our customers
• • 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
• • 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

Qualifications

Must Haves

• We're looking for candidates based on the West Coast to best support the needs of this role and our customers
• • 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 Haves

• • 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

Benefits

• Bonus or incentive compensation
• Equity
• A comprehensive benefits package