Professional Services Consultant (Self Service) West

We are looking for a Professional Services Consultant based in the Pacific Time Zone to join our Self-Serve Professional Services team. This team owns the post-sales technical deployment for smaller, lower-touch accounts in our Mid-Market/Commercial segment, ensuring fast, largely asynchronous implementations with a 12-day time-to-value target.

About the role

The ideal candidate thrives in a fast-paced, high-scale environment and is energized by driving rapid time-to-value. You will manage a large, high-turnover portfolio of concurrent deployments, guiding customers through activation, troubleshooting technical issues, and ensuring adoption of best practices across Abnormal’s platform (Inbound Email Security, Account Takeover Protection, AI Security Mailbox, Email Productivity, and other add-ons).

Responsibilities

• Drive fast time-to-value at scale by owning a large portfolio of self-serve deployments and consistently meeting the 12-day time-to-value target.
• Run an efficient, largely asynchronous deployment motion using structured, templated communication and self-service enablement (guides, Abnormal Academy, portal) while pivoting to occasional unscripted calls as needed.
• Monitor and triage deployment health daily, classifying and prioritizing accounts that require immediate attention across a high-volume book.
• Troubleshoot common deployment blockers using internal runbooks, and escalate non-standard technical or relationship issues with clear context.
• Guide customers to full value by ensuring activation of all purchased products (IES, ATO, AISM, Email Productivity, etc.) across Microsoft 365 and Google Workspace, and promoting best practices.
• Proactively manage risk by identifying blockers and coverage gaps early, and escalating to keep deployments on track.
• Work cross-functionally to keep account teams aligned on status, risks, and next steps for every account.
• Uphold Abnormal’s quality standards and contribute to the Professional Services customer-satisfaction program.

Requirements

• Genuine curiosity about customer needs, with the ability to prioritize transparently when demands compete.
• Experience deploying and managing SaaS products across a large portfolio of customer environments, including cloud platforms like Azure and Google Cloud.
• Understanding of networking basics, security protocols, and email security concepts (SPF, DKIM, DMARC) to support configurations and troubleshooting.
• Strong technical analysis skills to diagnose and resolve complex deployment issues quickly, even with limited information, and communicate technical steps clearly to non-technical customers in writing.
• Proven ability to manage a high volume of concurrent projects, prioritize ruthlessly, and consistently hit fast deadlines.
• Experience using AI tools to templatize repeatable work and focus on deployments that require judgment.
• 2+ years in technical support or Professional Services consulting, delivering enterprise-grade, cybersecurity-related SaaS platforms in a high-growth environment.

Qualifications

• Experience in a high-volume, digital, or tech-touch delivery model (preferred over purely high-touch consulting).
• Comfort working directly in Salesforce/CRM and customer-success platforms (e.g., Gainsight) to track and prioritize deployments.
• 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 (nice to have).

Pay

Base salary range: $84,200—$121,000 USD. Actual compensation will be determined based on skills, experience, qualifications, and geographic location. This role may also be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.