About the Role
As an Associate Professional Services Consultant on our Professional Services Team, you will be instrumental in supporting our Self-Serve customers during the post-sales technical deployment of Abnormal Security products. In this role, drawing upon your knowledge with enterprise mail flow and email security-related workstreams, you will lead our customers' initial post sales experience, ensuring their successful implementation of the platform. This role calls for a combination of strong technical skills, effective communication, and cross-functional collaboration to ensure smooth and successful implementations. This position is ideal for a technically proficient professional, especially one with experience in the SaaS industry, who thrives in a dynamic, fast-paced environment.
This is a remote role based out the East territory to support customers in that region. You must be based in the US East region.
In this job, you will bring these skills
- Skilled in deploying and managing SaaS products and cloud infrastructure (e.g., AWS, Azure, Google Cloud) within customer environments.
- Understanding of networking basics, security protocols, and email security concepts (SPF, DKIM, DMARC) to support customer configurations and troubleshoot effectively.
- Knowledge of API use and integration processes to connect Abnormal Security with other tools in the customer’s tech stack.
- Strong technical analysis skills to diagnose and resolve complex deployment issues quickly, even with limited information.
- Capable of handling multiple projects, prioritizing tasks, and meeting deadlines to keep deployments on schedule.
- Proactive in identifying risks and escalating issues as needed to maintain project momentum.
- Excellent written and verbal skills for explaining complex technical concepts in an accessible way for non-technical customers.
- Skilled in building rapport with customers and collaborating with internal teams (Sales, Customer Success, Support) for smooth deployments.
- Commitment to accuracy and quality, both personally and within the team, to maintain high work standards.
- Embraces the dynamic nature of a high-growth technology environment.
- 3+ years in technical support or Professional Services consulting, managing delivery of enterprise-grade, cybersecurity-related SaaS platforms in a high growth environment
Role Responsibilities + Deliverables
- Oversee the deployment of Abnormal Security products for Self-Serve customers, ensuring a swift time-to-value (TTV) to maximize customer impact.
- Address configuration or setup issues during implementation, leveraging internal resources as needed to keep projects on track.
- You’ll guide customers on best practices and help customers leverage the full potential of the Abnormal Security platform.
- Proactively assess risks and potential blockers, escalating complex issues to relevant teams (Engineering, Product) to ensure resolution.
- Coordinate with Sales, Product, Engineering, and Support teams to meet project needs and resolve issues effectively.
- Keep customers and internal stakeholders informed of project status, risks, and any issues, ensuring transparency and alignment.
- Uphold Abnormal's quality standards, ensuring all project work meets or exceeds expectations.
- Enhance the Professional Services Customer Satisfaction Program, driving higher response rates and fostering excellence in service delivery.
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