Professional Services Engineer

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.

• 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, AI Phishing Coach, and Posture Management, on both Microsoft 365 and Google Workspace.
• Maintain accurate project records and status in associated delivery tooling.
• Act as the primary point of contact for customers across every segment, developing strategic relationships and owning adoption and success planning.
• Deliver business reviews at the cadence appropriate to each account's segment, communicating ROI aligning with the customer on success metrics that support retention and expansion.
• Understand each customer's industry, goals, and challenges well enough to make tailored recommendations, and align internal and external stakeholders on success objectives.
• Drive awareness and usage of key platform capabilities, provide ongoing education, and identify opportunities for expanded adoption and commercial growth.
• Proactively monitor customer health, manage escalations, and work with the broader CS team, Product, Engineering, Support, and Sales to resolve issues and share actionable insight from the region.
• Partner with the Sales, Renewals and leadership on retention and expansion outcomes for the region.
• Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to Japanese customers.
• Develop and execute customer success plans that address risk before it affects satisfaction or renewal.
• Contribute to and maintain Japanese-language customer-facing materials, playbooks, and enablement content, working with the global teams that own the source content.
• Serve as the internal advocate for Japanese market requirements, including product localization gaps, Japanese-language support needs, and region-specific detection and compliance considerations.
• Act as a connective point between Japanese customers and global Product and Engineering, translating regional feedback into prioritized, well-evidenced input.

• Fully fluent in Japanese and professionally proficient in English.
• Comfortable in a hands-on technical deployment and in a strategic conversation with a CISO.
• 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.
• Technically credible on email security fundamentals, enterprise mail flow, and SaaS integration patterns.
• Dedicated to delivering measurable customer value, with a strong prioritization instinct.
• A roll-up-your-sleeves operator who uses AI and templating to make the repeatable work fast.