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