Overview:
We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.
We empower exceptional people to create extraordinary experiences together.
Bring your whole self.
**The Role and Team**
The Customer Security Assurance (CSA) team at Medallia focuses on building confidence through security, transparency, and reliability, involving tasks like managing security questionnaires, handling audits, resolving client-driven concerns, creating trust-related content, and collaborating with Sales, Legal, Engineering, and Product teams to ensure customer data protection and compliance. You will be responsible for owning key deliverables during sales cycles and to support existing customer relationships. This role is designed for a business-savvy professional who enjoys working with highly technical resources and embraces the challenge of distilling those topics into language and content that is easy to understand for a wide audience. This is an excellent opportunity for an ambitious individual looking to build a career in Customer Trust, GRC (Governance, Risk, and Compliance), and information security within a fast-paced, metrics-driven technology environment.
**Responsibilities**:
**Key Responsibilities**
- Questionnaire Management & Automation: Efficiently respond to customer TPRM/assurance requests and security questionnaires. You will not only answer these requests but also actively maintain and curate our Security Knowledge Base to ensure high-quality, automated responses and reduce manual workload for the team.
- Vulnerability & Infrastructure Inquiries:



Field specific inquiries regarding penetration test results, infrastructure security, and vulnerability scans. You will review external-facing reports and provide necessary context on remediation timelines, false positives, or compensating controls to satisfy customer concerns regarding our risk posture.
- Customer Audit Orchestration: Own the end-to-end evidence collection and inquiry process for customer-led audits. You will act as the face of the security team, coordinating with internal stakeholders to demonstrate the effectiveness of our internal processes and controls.
- Trust Center & Documentation Governance: Maintain our external-facing online Trust Center to ensure the most accurate data, whitepapers, and certifications are readily available for self-service. You will also develop trust-focused documentation, FAQs, and materials for sales enablement.
- Contract Negotiation Support: Protect the company's risk posture by supporting the legal team during contract negotiations. This includes reviewing and redlining Security Addendums (ISAs) and Data Processing Addendums (DPAs) to ensure alignment with operational realities.
- Cross-Functional Sales Enablement: Seamlessly navigate the organization to solve customer inquiries by partnering with legal, product security, engineering, sales, and client success teams. You will provide "white-glove" support to sales teams,



presenting technical concepts to executives and large groups to help unblock revenue.
- Process Improvement: Identify gaps and automate processes to improve efficiency for customer due diligence and response times.
**Teamwork and Professional Development**
Success in this role requires a collaborative mindset and a dedication to continuous improvement:
- Collaborative Environment: Actively participate as a key member of the CSA team, contributing to team goals and supporting colleagues with evidence collection and documentation needs.
- Acceptance of Review: Must be open and responsive to peer review and direct feedback on work quality, documentation, and performance from senior team members and managers.
- Accountability: Take full ownership and accountability for tasks and mistakes, documenting lessons learned and implementing corrective actions to prevent recurrence.
Qualifications:
**Required Qualifications**
- English Proficiency: Fluent or business conversational
- Experience: Five (5) years of experience in Customer Trust, Sales Engineering, IT, GRC, IT Audit, or Information Security within a SaaS or technology-focused company.
- Audit Exposure: At least one cycle of experience participating in an external audit such as SOC 2 or ISO 27001.
- Tool Proficiency: Experience with Knowledge Base, GRC, and Trust Center platforms such as Responsive, AuditBoard, Anecdotes, SafeBase, Vanta, or similar as well as familiarity with Salesforce
- Presentation Skills: Must have comfort speaking to a wide variety of audiences. A demonstrated ability to clearly communicate technical concepts to both technical and non-technical stakeholders is critical to the role.
- Sales Enablement Experience: Previous experience working directly

📌 Senior Customer Security Assurance Analyst (Cuauhtémoc)
🏢 Medallia
📍 Cuauhtémoc