Deployment Manager

About Abnormal Security:

Abnormal Security is defining the next generation of email security defense. Our platform uses machine learning and artificial intelligence to baseline communication content, user identity, and behavioral signals in real-time and at-scale in order to detect the abnormalities of email attacks.

Customers love us because we consistently detect and stop what everyone else in the market can’t -- advanced attacks that have never been seen before -- and we do so with beautiful user interfaces and best-in-industry customer support. Our veteran team has built some of the most enduring machine learning platforms at leading companies including Google, Twitter, Pinterest, Amazon, Microsoft, and Expanse. We are located in San Francisco, New York City and Salt Lake City.

Position Summary:

The Deployment Manager is a critical member of the Customer Success team at Abnormal Security. In this role, you will lead our customers’ initial post sales experience, providing product training and ensuring their successful implementation of the platform.

We’re looking for a passionate team member who will partner with our enterprise customers to understand their cybersecurity pain points and objectives, and recommend and implement scalable solutions with a well-defined delivery plan. Candidates should have previous project management and customer relationship experience, including delivering projects for large (F500 customers) across a variety of industries with visibility up to VP and C-level customer executives.

In addition to managing enterprise-grade deployment projects, this role will also play a key role in helping define implementation best practices, new delivery methodologies, and helping our organization continually define what delivery excellence is at Abnormal.

What You'll Own:

• Project manage a portfolio of multiple implementation projects and initial training sessions for assigned customers, partnering with internal Product and Engineering stakeholders as needed to fulfill delivery requirements.
• Conduct problem discovery to gain an understanding of the customers' goals, and ensure the delivery plan is aligned with those goals.
• Consult on best practices, creative solutions, and ways to use the Abnormal Security Platform to create impactful, scaleable implementations.
• Develop project plans and ensure delivery while managing scope, budget, schedule, and quality.
• Create comprehensive status reports and communication plans to internal and customer project teams, including expectation management and engaging team members in project decisions and execution.
• Identify and address implementation risks to remove project roadblocks, and engage appropriate internal escalation resources.
• Maintain an understanding of your customers' strategic goals to position yourself as a trusted expert and advisor with your customers.
• Through excellence in delivery, become a key stakeholder in your customers’ health, overall satisfaction and willingness to champion Abnormal, and retention and growth.

What You Need to Succeed

• Ability to manage a portfolio of enterprise-grade, client-facing projects, with expert scoping, time management and prioritization skills, and the ability to set clear customer expectations
• Implementation Planning – strategic thinking backed by technical understanding, with the ability to translate the API-led Abnormal vision into a tangible, scaleable project plan that ensures successful launch of the platform within specified scope and timelines.
• Implementation Execution - identify and mitigate risk, status reporting, and adept at working with stakeholders across a variety of functions (Product, ENG, Sales) to keep projects on track.
• Deep program management experience managing multiple projects varying in size at one time; PMP/Scrum master certifications preferred
• Excellent communication and influencing skills at all levels of an organization (including technical, business, and C-level).
• Adept at onboarding customers on relevant product features and implementation methodologies
• A passion for driving high CSAT scores on all projects delivered

Qualifications

• BS/BA degree, with 5+ years of experience in a customer-facing role managing delivery of SaaS platforms in a high growth environment
• Proven ability to build and present enterprise-grade project plans for F500 customers, maintaining executive level presence that draws alignment to the plan and ensures high customer satisfaction
• Track record of executing projects from start-to-finish with a strong prioritization and time

management perspective, coordinating across functions to achieve project objectives

• Demonstrable experience deploying solutions on time / at scope while navigating delivery risk both internally and externally to get projects back on track
• Experience acting as lead to broad spectrum of IT / InfoSec stakeholders to deploy highly visible, “always on” solutions
• Well versed on email security fundamentals; Python/JAVA language experience preferred
• Advanced Experience with commercial routing, filtering and SEG solutions
• Advanced Experience in log data analysis with a SEIM or other analysis tool preferred

Why Abnormal Security:

• Competitive pay and equity
• One of the most proven machine learning teams in Silicon Valley
• Best-in-class customer traction and growth
• Team-wide commitment to excellence, velocity, and customer-focus
• Strong growth opportunities and high ownership expectations
• Full medical, dental, and vision health insurance benefits
• Daily catered lunches and snacks
• Generous PTO