Customer Assurance Specialist

Position Summary

The Customer Assurance Specialist is tasked with handling incoming customer assurance inquiries specifically related to IT and Information Security domains. Main duties involve managing security questionnaires, RFPs/RFIs, due diligence assessments, and audit evidence requests efficiently and thoroughly.

Primary Responsibilities

• Act as the main contact point for all incoming compliance requests from customers.
• Evaluate, prioritize, and oversee the process flow of security questionnaires, vendor assessments, and audit documentation to meet service levels.
• Maintain tracking and visibility on request status for Sales, Customer Success, and various internal teams.
• Create customer-facing responses by compiling approved language and information obtained from internal subject matter experts.
• Ensure responses are accurate, clear, and professionally consistent.
• Recognize when input from SMEs or escalations are needed and facilitate cooperation.
• Manage a repository of standardized answers and compliance documentation for reuse.
• Collaborate cross-functionally with IT, Security, Privacy, Legal, Engineering, and Compliance teams to collect precise information.
• Coordinate reviews of drafted responses prior to customer submission.
• Communicate request progress and updates clearly to Sales and Customer Success teams.
• Keep current compliance collateral including SOC reports, ISO certifications, attestation letters, and SIG/CAIQ packets up to date.
• Regularly update templates, knowledge bases, and content libraries to expedite future queries.
• Contribute to improvements in process efficiency and response accuracy.
• Deliver refined, structured responses that demonstrate the company's security and compliance commitments.
• Proactively communicate with customers or internal stakeholders about any delays, missing information, or forthcoming actions.
• Participate in customer meetings to explain standard compliance documentation without needing to provide technical expertise.

Qualifications and Skills

• Bachelor's degree in Information Systems, Business Administration, or related area.
• 3 to 5 years' experience in vendor assessments, audits, information security, customer assurance, project management, or similar fields.
• Proven experience supporting SOC reports and customer assurance initiatives.
• Solid knowledge of IT Governance and Risk Management frameworks such as NIST, COBIT, ISO 27001, and the Sarbanes-Oxley Act.
• Familiarity with SIG/Shared Assessments and certifications like CTPRP or CTPRA.
• Exceptional written and verbal communication skills with global stakeholder engagement experience.
• Experience working with U.S.-based multinational companies is advantageous.
• Highly motivated, proactive, and capable of functioning independently with minimal supervision.