Lead Customer Trust Analyst, Premier Support

As a Lead Analyst on the Premier Support Team, you will play a pivotal role in supporting the information security and compliance requirements of our top-tier customers. You will engage directly with customers, internal stakeholders, and subject matter experts to provide exceptional support and transparency on security and compliance issues. This position combines elements of account management with deep expertise in cybersecurity, compliance, and audit processes.

About the Role

• Engage and support security and compliance inquiries from Premier and top-tier customers to meet Customer Trust program goals.

• Develop, maintain, and enhance the Customer Trust program for Premier Customers, ensuring alignment with evolving business and regulatory requirements.

• Proactively provide key security and compliance information to Premier Customers, building trust and transparency.

• Lead customer conversations throughout the audit lifecycle, including negotiating requirements, preparing and presenting evidence, and responding to questions.

• Meet with customers to support on-site and virtual audits, responding to enterprise- and product-level questions.

• Serve as a primary point of escalation for Premier Customers, resolving complex or sensitive issues with professionalism and urgency.

• Cultivate strong relationships with internal customer-facing stakeholders and subject matter experts across business and technology functions.

• Review and approve responses and evidence prepared by other team members to ensure quality, accuracy, and consistency.

• Develop and mature processes to increase efficiency, improve risk awareness, and ensure compliance with regulatory and contractual obligations.

• Capture customer feedback and identify opportunities for process, resource, or product improvements.

• Track, verify, and collect data for reporting and metrics purposes; communicate status and findings to stakeholders at all levels.

• Support and guide the remediation of open customer findings and control gaps.

• Deliver processes and services consistently and accurately to achieve business and departmental goals.

• Stay abreast of industry trends and best practices in information security, risk, and compliance.

• Bachelor's degree in a STEM, IT, Information Security, or related discipline.

• 5+ years of experience in information security, IT audit, risk management, or customer-facing security/compliance roles (Big 5, financial services, or consulting experience a plus).

• Relevant professional certification(s) (e.g., CISSP, CISA, CISM, GSEC, ITIL) preferred.

• Broad understanding of information security concepts, frameworks (e.g., NIST, SOC2, ISO 27001), and risk assessment methodologies.

• Experience leading or supporting customer security audits, including preparing evidence and managing audit processes.

• Excellent verbal and written communication skills; ability to articulate complex security topics to both technical and non-technical audiences.

• Strong customer management skills, with experience building trust and rapport with enterprise clients.

• Proven ability to work effectively with stakeholders at all levels, driving consensus and influencing outcomes.

• Strong critical thinking, group facilitation, and problem-solving abilities.

• Experience developing security standards, educational resources, or customer-facing documentation is a plus.

• Experience working in a matrixed, global environment.

• Ability to travel up to a few weeks per year as needed.

• Must have unrestricted authorization to work in the United States (if required for travel).

• Willingness to submit to a background investigation, including verification of past employment, criminal history, and educational background.

• Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.