Professional Services Consultant (Self Service)

Abnormal AI; United States; Hybrid; USD 84,000 - 121,000; Full time

Job summary

Abnormal AI is seeking a Professional Services Consultant for the Self-Serve team on the West Coast. You will handle a large portfolio of self-serve deployments, guiding customers to activation and value in days, not weeks, with a rapid time-to-value target.

You will enable activation across Inbound Email Security, ATO, AI Security Mailbox, Email Productivity, and add-ons, working with Microsoft 365 and Google Workspace in a largely asynchronous model.

Qualifications

• Experience deploying and managing SaaS products across large portfolios.
• Proficient with cloud platforms such as Azure and Google Cloud.
• Understanding of networking basics, security protocols, and email security concepts.
• Strong technical analysis skills for diagnosing complex deployment issues.
• Experience using AI tools to templatize repeatable work.

Responsibilities

• Drive fast time-to-value at scale for a high-turnover self-serve deployment portfolio.
• Manage go-live intake, activation, and follow-up via structured, templated communication and self-service enablement.
• Monitor deployment health, classify statuses, and prioritize accounts needing attention.
• Troubleshoot blockers using runbooks, escalate to Senior PS or Engineering when needed.
• Guide customers to activate products across Microsoft 365 and Google Workspace, adopting best practices.

Skills

SaaS deployments

Azure

Google Cloud

Networking basics

Security concepts

AI tooling templates

Education

BS in Computer Science

Tools

Salesforce

Gainsight

CRM tools

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 **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.

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 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 Have

• 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.

#LI-EM3

Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
Base salary range: $84,200 — $121,000 USD
A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.

Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here . If you would like more information on your EEO rights under the law, please click here .