Senior Professional Services Engineer

About the Role

Japan is one of Abnormal AI's fastest-growing new markets, and this is the first dedicated post-sales hire in the region. You will own the full post-sales lifecycle for every Abnormal customer in Japan - from technical implementation through adoption, value realization, and renewal - across all customer segments.

This is deliberately a dual-scope role, between Implementations (Professional Services) and Customer Success. You will personally lead the technical deployment of the Abnormal platform into new Japanese customers, and you will personally own the ongoing relationship, health, and outcomes of those same accounts, with support from Sales, Technical Support, and R&D.

This role is designed to grow. As the Japanese customer base scales, the expectation is that you help shape how Abnormal staffs and supports the region, including specializing this role and regional playbooks.

Who You Are

- Fully fluent in Japanese and professionally proficient in English - able to run a technical implementation and an executive business review in Japanese, and to represent the Japanese customer base credibly to global Product, Engineering, and Support teams in English.

- Comfortable in a hands-on technical deployment and in a strategic conversation with a CISO. You are energized by owning both, and you are not looking for a role that is purely one or the other.

- Comfortable being the first and, for now, only person doing this in a market.

- Action-oriented, analytical, and collaborative in your approach to implementation, customer success, and issue resolution.

- Skilled at building trust and maintaining relationships with stakeholders at all levels of an organization, including executives, with an understanding of how business relationships and decision-making work in Japanese enterprises.

- Technically credible on email security fundamentals, enterprise mail flow, and SaaS integration patterns. Able to earn the confidence of a customer's mail administrators and security team.

- Dedicated to delivering measurable customer value, with a strong prioritization instinct and the discipline to manage a mixed portfolio of live deployments and ongoing accounts at the same time.

- A roll-up-your-sleeves operator who uses AI and templating to make the repeatable work fast, so your judgment goes where it actually matters.

What You Will Do

The balance will shift toward implementation during periods of heavy new-logo activity and toward customer management as the installed base matures. Expectations is 60-70% implementation and 30-40% customer management to start.

Implementation and Deployment

- Own the post-sales technical deployment of Abnormal products for Japanese customers, managing a portfolio of concurrent implementation projects from post-sales handoff through go-live and hypercare.

- Lead an effective handoff from the pre-sales team, capturing POV success criteria, the customer's tech stack, security roadmap, timelines, compelling events, and key points of contact before kickoff.

- Run problem discovery to understand each customer's goals and success criteria, and build a delivery plan aligned to them.

- Develop and execute project plans, managing scope, schedule, and quality, and produce clear status reporting to both the customer's project team and internal stakeholders in Japanese and English.

- Deliver product training, portal walkthroughs, and enablement in Japanese so that customer teams are self-sufficient at go-live.

- Consult on best practices, configuration, and creative solutions to produce implementations that are impactful and scalable, including mail routing, filtering, and SEG-related work.

- Identify and proactively mitigate implementation risk, remove roadblocks, and pull in the right internal escalation resources.

- Guide customers to full value across the Abnormal platform, including Inbound Email Security, Account Takeover Protection, AI Security Mailbox, Email Productivity, A