Customer Assurance Specialist - IT/Information Security
Description
About the job:
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.