Professional Services Consultant (Self Service)

Abnormal Security Corp.; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Abnormal AI is seeking a Professional Services Consultant for its Self-Serve Professional Services team. Based on the West Coast, you will support a fast, largely asynchronous deployment model across a high-turnover portfolio of accounts, guiding customers to activation and full value within days.

You will troubleshoot complex cases, work with multiple teams, and help customers adopt Abnormal's security products across major platforms, driving CSAT and successful deployments at scale.

Qualifications

• Must be genuinely curious about a customer's underlying needs and able to prioritize and communicate transparently.

Responsibilities

• Drive fast time-to-value at scale for a large portfolio of self-serve deployments.
• Run an asynchronous deployment motion using templated communication and self-service guides.
• Monitor deployment health daily, triage activations and prioritize accounts.
• Troubleshoot blockers with internal runbooks and escalate complex issues as needed.
• Guide customers to activate products across Microsoft 365 and Google Workspace.
• Proactively manage risk and keep deployments moving.
• Work cross-functionally with the account team and keep stakeholders informed.
• Raisethe bar on CSAT by upholding quality standards and the Professional Services program.

Job description

About the Role

Abnormal AI is looking for a Professional Services Consultant to join the Self-Serve Professional Services team. We're looking for candidates based on the West Coast to best support the needs of this role and our customers. The Self-Serve team owns the post-sales technical deployment for our smaller, lower-touch accounts from our Mid-Market/Commercial book of business that move through implementation on a fast, largely asynchronous motion rather than a scheduled, high-touch consulting engagement. This role will carry a large, high-turnover portfolio of concurrent deployments and are expected to bring customers to full value in days, not weeks, against a 12-day time-to-value target. Drawing on your knowledge of enterprise mail flow and email security, you'll guide customers through activation, troubleshoot the harder technical cases that come up, and keep dozens of accounts moving at once. The ideal candidate is energized by real speed and real scale, and thrives in an environment where things move fast and nothing stays still for long.

What you will do

• 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 elevate 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 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.

Must Haves

• 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 demand