Hootsuite

Insurance

• 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

Senior Specialist, Customer Assurance