Senior Specialist, Customer Assurance

We’re looking for a Senior Specialist, Customer Assurance to help us build, execute, and maintain a program to effectively manage security and privacy review requests from our global customers. You will support Global New Business (GNB) and Customer & Expansion (C&E) teams by addressing the security and privacy needs of Hootsuite’s customers. You will leverage security certifications, 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, risk, compliance and privacy practices, and processes. This role is open to applicants located in Toronto, Ontario, Atlanta, Georgia & London, UK. In this role, you will report to the Senior Manager, Procurement, Proposals and Customer Assurance.

WHAT YOU’LL DO:

• Communicate directly with internal stakeholders and external customers to understand and address their security & privacy concerns, acting as the primary point of contact on security & privacy matters for Hootsuite’s GNB and C&E Teams.
• Collaborate on the security & privacy support process and build strong relationships with teams across the organization (e.g. Sales, Security, Privacy, Product and Development, Legal), sharing best practices and learnings on what customers need to ensure they’re protected.
• Coordinate, qualify and prioritize a high volume queue of security & privacy requests. 
• Own the completion of security & privacy reviews (e.g questionnaires) and similar customer requests (e.g contracts). 
• Provide expertise and support with RFPs (and similar documents) for Hootsuite’s GNB and C&E Teams.
• Maintain an AI-driven response automation tool and customer facing Trust Center to aid in driving process and response efficiency.
• Facilitate quarterly enablement sessions to update GNB and C&E teams on new security & privacy support, processes and collateral.
• Manage Salesforce reports that track security & privacy program metrics; share key data insights with stakeholders on successes, failure points and key learnings from customer review requests.
• Ensure you produce accurate security & privacy reviews documents to tight deadlines.
• Oversee the maintenance of security collateral and certifications including Hootsuite Trust Center, CAIQ, SIG , etc.
• Build templates and libraries to ensure content is standardized, reusable, and easily accessible.
• Manage internal processes and sign-offs to ensure compliance with legal and financial guidelines.
• Identify areas to optimize and redesign processes for handling incoming security & privacy requests both internally and externally via 3rd party partners
• Perform other related duties as assigned

WHAT YOU’LL NEED: 

• Minimum 3 years of experience in a security, legal or privacy related role (eg, Security Coordinator, Security Support Specialist, Privacy Specialist, Technical Writer) 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, 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 their needs.
• Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished.

WHO YOU ARE: 

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community. 
• Motivated. Excited to hunt for new business opportunities to fuel the sales pipeline. Curious. You are always learning and seeking ways to make things better. 
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity. 
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best  work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.