Customer Assurance Senior Manager

Responsibilities

• Manage Customer Assurance :Oversee customer assurance initiatives, focusing on completing customer security questionnaires, RFP security sections, certification documentation sharing, and other due diligence requests to build trust in Kong's product and service security.Lead the customer assurance team and communicate program issues to leadership as needed.Ensure a deep understanding of the product and maintain a well-organized library of resources.


• Coordinate Cross-Functional Responses:Serve as the primary point of contact for customer security and compliance inquiries.Collaborate with internal teams (Compliance, Security, Engineering, Legal, etc.) to gather necessary information and provide thorough, prompt and accurate responses to customer questionnaires and inquiries.


• Develop Scalable Processes:Create and refine processes to efficiently handle questionnaire completion and information security inquiry responses.Maintain a repository of standard answers, templates, and documentation to enhance efficiency and consistency.Leverage tools or automation to manage repetitive questionnaire content.


• Proactive Customer Assurance:Produce and maintain customer-facing security documentation and collateral (such as FAQ and trust portal content).Anticipate and address common customer questions proactively to build trust.


•  Cross-Department Collaboration: Work closely with global Sales and Customer Success teams during pre-sales and renewal cycles to address security and compliance questions.Attend customer calls as the company’s Customer Assurance representative, providing clear explanations of our security posture and practices to shorten sales cycles and reassure customers.


• Program Monitoring and Improvement:Track and report on customer assurance activities and metrics (such as questionnaire turnaround times, common security concerns, and customer feedback).Use these insights to continuously improve the customer assurance program, streamlining workflows, enhancing answer quality, and maintaining thorough and timely communication.

Required Qualifications:

• Experience: Over 5 years of experience in information security or compliance, with substantial involvement in security assurance or GRC programs. At least 1 year of experience in a customer-facing role, such as responding to client security questionnaires or participating in trust-building activities. Total professional experience is less than 15 years.


• Security Knowledge:Understanding of security and compliance frameworks/standards (such as SOC 2, ISO 27001, NIST, GDPR, CCPA).Working knowledge of cloud security principles and IT controls related to SaaS environments.


• Technical Skills:Expertise with cloud platforms such as GCP, Azure, or AWS, as well as containerization technologies like Docker and Kubernetes. Strong background in SaaS security.


• Non-Technical Skills:Experienced in creating clear and accessible documentation that explains complex technical scenarios to non-technical audiences.


•  Process Management:Ability to manage multiple requests simultaneously and meet deadlines.Experience maturing customer assurance processes, such as implementing tools for security questionnaire automation or knowledge bases.Experience developing or improving processes to increase efficiency is a plus.


• Communication Skills:Ability to translate complex security concepts into clear, customer-friendly written and verbal communication.Comfortable interacting with enterprise customers and internal stakeholders.


• Collaboration:Ability to collaborate effectively with diverse groups (engineering, legal, sales, etc.) through proactive and customer-service-focused approaches.


• Education:Bachelor’s degree in Information Security, Computer Science, or a related field (or equivalent work experience).


• This opportunity requires you to work from our office in Bangalore, India in a hybrid manner with three days in the office and Two days working from home.

Preferred Qualifications

• Certifications:Professional certifications such as CISSP or CISA (preferred but not required).


• SaaS/Industry Experience:Experience working in a SaaS company, especially in cloud services or API management.