Customer Assurance Specialist

Position
Overview: 

The Customer Assurance Specialist is
responsible for managing and completing inbound customer assurance requests
related to IT and Information Security. This includes handling security
questionnaires, RFPs/RFIs, due‑diligence assessments, and audit evidence
requests.

While this role is not a technical
subject‑matter expert, it requires the ability to interpret compliance
requirements, collect accurate information from internal SMEs, and translate
that information into clear, professional, customer‑ready responses. The Specialist
ensures that customer inquiries are handled efficiently, consistently, and with
a high standard of quality, supporting customer trust and enabling successful
sales and renewal cycles.

Key
Responsibilities: 

Inbound Request Management

• Serve as the initial point of contact for all inbound customer
  compliance requests.
  
• Triage, prioritize, and manage the lifecycle of security questionnaires,
  vendor assessments, RFPs/RFIs, and audit documentation requests.
  
• Track all requests against internal SLAs and maintain
  visibility for Sales, Customer Success, and other stakeholders.
  

Response Preparation & Content
Population

• Populate customer‑facing questionnaire responses using approved
  language, policy documentation, procedures, control descriptions, and SME‑provided
  information.
  
• Ensure accuracy, clarity, and consistency when drafting written
  responses.
  
• Identify when additional SME input or escalations are required
  and coordinate those engagements.
  
• Maintain a library of reusable, pre‑approved answers and
  standard compliance artifacts.
  

Cross-Functional Collaboration

• Partner with SMEs across IT, Security, Privacy, Legal,
  Engineering, and Compliance, among others to gather correct and complete
  information.
  
• Coordinate internal reviews of drafted responses before
  customer delivery.
  
• Support Sales and Customer Success teams by providing timely
  updates and clear communication about request status.
  

Documentation & Knowledge Management

• Maintain updated versions of SOC reports, ISO certifications,
  attestation letters, SIG/CAIQ packets, and other compliance collateral.
  
• Update templates, knowledge bases, FAQs, and content libraries
  to streamline future responses.
  
• Contribute to process improvements that reduce turnaround times
  and enhance accuracy.
  

Customer Assurance & Communication

• Deliver polished, well‑structured responses to customer
  inquiries that reflect the organization’s security posture and compliance
  commitments.
  
• Communicate proactively with customers or internal stakeholders
  about timelines, missing information, or next steps.
  
• Support customer meetings as needed to walk through standard
  compliance documentation (without acting as a technical SME).
  

Required
Qualification:

• Bachelor’s degree in Information Systems, Business
  Administration, or a related field.
  
• 3–5 years of vendor assessment/audit‑related experience, information
  security, customer assurance, project management, or related roles.
  
• Experience supporting SOC reports and customer assurance
  programs
  
• Strong understanding of IT Governance, Risk Management, and
  Control Frameworks such as NIST, COBIT, ISO 27001, and SOX.
  
• Experience with SIG/Shared Assessments, and relevant
  certifications such as CTPRP or CTPRA
  
• Excellent written and verbal communication skills, including
  the ability to work with global stakeholders
  
• Experience supporting or working with U.S. multinational
  companies is a plus
  
• Self‑motivated, proactive, and able to work effectively with
  minimal supervision