Senior Specialist, Customer Assurance

We’re looking for a Senior Specialist, Customer Assurance to help us manage and continuously improve our Customer Assurance program. This role supports our Global New Business (GNB) and Customer & Expansion (C&E) teams to address security, privacy, AI, and compliance review requests from our global customers. You will leverage security and privacy certifications, audit reports, technical documentation, AI-driven automation tools, and knowledge acquired from working alongside Hootsuite’s Security, Legal, Product and Privacy Teams to demonstrate the strength and reliability of our security, privacy, AI governance practices and processes.In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model.

This role is open to applicants located in Canada (BC, AB, ON, NB, NS) or the United States (in Provinces/States where we can hire legally). In this role, you will report to the VP, Privacy, Compliance, and Customer Assurance. 

• Communicate directly with internal stakeholders and external customers to understand and address their security, privacy, AI, and compliance concerns, acting as the primary point of contact on these matters for Hootsuite’s GNB and C&E Teams. 
• Collaborate on the security, privacy and AI support process and build strong relationships with teams across the organization (e.g., Sales, Security, Privacy, Product and Technology, Legal), sharing best practices and learnings on what customers need to ensure they’re protected. 
• Coordinate, qualify and prioritize a high volume queue of customer assurance review requests.
• Accountable for the accurate completion of customer assurance reviews (e.g., questionnaires) and similar customer requests (e.g., contracts) within tight deadlines. 
• Provide expertise and support with RFPs (and similar documents) for Hootsuite’s GNB and C&E Teams. 
• Maintain and further develop the capabilities of an AI-driven response automation tool and customer facing Trust Center to aid in driving process and response efficiency. 
• Facilitate regular enablement sessions and knowledge sharing to update GNB and C&E teams on new security, privacy and AI support, processes and collateral. 
• Manage Salesforce and other reports (e.g., Trust Center reports) that track Customer Assurance program metrics; share key data insights with stakeholders on successes, failure points and key learnings from customer review requests. 
• Oversee the maintenance of security, privacy and AI collateral and certifications including Trust Center, CAIQ, SIG , etc. 
• Build and manage templates and libraries to ensure content is standardized, reusable, and easily accessible.
• Identify areas to optimize and improve processes for handling incoming requests from internal and external parties.
• Perform other related duties as assigned

WHAT YOU’LL NEED: 

• Demonstrated years of experience in a security, privacy, customer assurance, or compliance related role (e.g., Security Specialist, Security Support Specialist, Privacy Specialist, GRC Specialist, Information Security or Compliance Auditor) and/or relevant experience in SaaS or technology industry. 
• Bachelor’s degree or equivalent industry experience. 
• Previous experience leading a high volume support request queue.
• Working knowledge of content management or content automation systems.
• Solid understanding of information security, privacy, risk, and compliance. 
• Ability to work within tight deadlines and under pressure. 
• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver result 
• Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions 
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs 
• Accountability: holds self and others accountable to meet commitments 
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet t