Abnormal - Software Engineer (App Foundations)

• Value Realization: • Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention. • Schedule, prepare and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals/expansion. • Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth. • Product Knowledge: • Maintain a deep understanding of our product and roadmap, so you can guide customers to success and continue to drive up their Adoption Score. • Educate customers on the most relevant features and functionality related to their specific requirements. • Relationship Building: • Understand your customer’s industry trends, business challenges with email security, and current and potential use cases for Abnormal. • With understanding of customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives. • Develop and nurture Abnormal AI champions within your customer’s organization who advocate for the platform based on their positive experience. • Account Success Planning: • Engage customers’ senior decision makers to understand their evolving strategy for email security and to shape Success Planning informed by these goals. • Work with the internal Account team and external customer stakeholders to formulate/maintain a Success Plan outlining how Abnormal AI addresses their immediate and future needs (with success metrics). • Proactively monitor customer health to reach out to customers before risks or issues • escalate and identify remediation options. • Cross Functional Collaboration: • Partner with Abnormal AI Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage. • Triage and Risk Mitigation: • Monitor customer user trends to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.). Example: work with Engineering to stabilize customer’s advanced reporting needs based on repeated case escalations. • Coordinate internal actions and schedule customer calls as necessary to address case issues and concerns and ensure all commitments are met.