Customer Assurance Specialist

Customer Assurance Specialist

Department: Operations

Employment Type: Full Time

Location: UK

Description

About us

We are Digital Science and we are advancing the research ecosystem.

We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us?

Your new role

We are seeking a proactive, detail-oriented, highly organised and commercially astute Customer Assurance Specialist to join our Revenue Operations team. This new role is essential to support compliance questionnaires (including infosec, Data Protection, CSR, Sustainability, Quality and HR Policy and Data) and coordinate contracting workflows by managing intake, tracking progress, and ensuring smooth handovers between Sales and Legal. You will manage end-to-end processes, improve time-to-response, and provide internal alignment across multiple stakeholders. You may also support RFP coordination during quieter assurance periods, helping the team respond effectively to customer proposals.

This role is ideal for someone who thrives in a fast-paced, cross-functional environment and has experience handling complex document workflows with precision and accountability.

Please note – due to business need, we can only accept applications from candidates who reside in the following locations where we have established legal entities: UK, Spain, Germany & Romania.

What you’ll be doing

• Own the intake, coordination, and response processes for incoming complex assurance questionnaires covering information security, privacy, sustainability, CSR, HR and quality topics.
• Maintain an active tracker for all in-flight complex assurance questionnaires, including status, owners, and deadlines.
• In liaison with the Content Manager, maintain and optimise templated content and process documentation to streamline execution.
• Leverage existing tools (e.g., Loopio, AI content retrieval systems) to draft first responses and ensure accuracy and compliance.
• Coordinate inputs across Sales, Finance, Operations (Reps & Certs), Security and Legal teams to ensure timely and complete submissions.
• Maintain a central knowledge base of approved answers and documentation.

• Log all incoming requests via central intake forms or queues
• Maintain an active tracker for all in-flight contracts, including status, owners, and deadlines.
• Coordinate workflows for high-value contracts (circa 15–30 contracts annually).
• Ensure appropriate version control and approvals for all submitted documents.
• Monitor deadlines and proactively escalate delays or blockers to relevant stakeholders.
• Facilitate handovers between Sales and Legal at key process stages.
• Schedule review meetings or check-ins, especially for complex or custom requests.
• Keep internal stakeholders informed on progress and deadlines

RFP Support (as capacity allows)

• Assist in coordinating responses to customer RFPs, RFIs, and proposals.
• Work with Sales, Product, Ops, Security, and Legal to gather inputs and ensure timely, high-quality submissions.
• Leverage response tools (e.g., Loopio) to draft and maintain proposal content.

What you’ll bring to the role

• Minimum 3 years’ experience in customer due diligence, security/privacy assurance, RFP/proposal coordination, or contracting process coordination within a commercial or revenue operations environment.
• Proven track record in managing complex documentation workflows involving multiple internal stakeholders.
• Experience responding to customer due diligence or security questionnaires in B2B SaaS or tech environments.
• Demonstrated ability to work independently while coordinating cross-functional input across distributed teams.
• Familiarity with response automation tools (e.g. Loopio), or document collaboration platforms.
• Familiarity with regulatory and compliance standards such as ISO 27001, SOC 2, GDPR.
• Background in working with or within Sales, Customer Success, Legal, or Information Security teams.
• Familiarity with enterprise contracting processes (e.g., RFPs, MSAs, DPAs, licensing agreements).
• Experience with procurement portals (e.g. Ariba)
• Excellent organisational and time management skills: Ability to manage multiple tasks, prioritise workload, and meet deadlines.
• Attention to detail: Ensuring accuracy and completeness of information in questionnaires and contractual documents.
• Strong communication skills: Ability to effectively communicate with various stakeholders, both verbally and in writing.
• Problem-solving skills: Ability to identify and escalate issues related to contracts and compliance/customer assurance.
• Process improvement and workflow documentation
• Proficiency with modern collaboration and content tools.
• Bachelor’s degree or equivalent in a related field.
• An advantage, but not essential: Project or proposal management certifications are a plus.

Living our Values

We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective.

The talent we secure is fundamental to us achieving our vision and our growth plans. The values we live by are:

We are brave in the pursuit of better

We are collaborative and inclusive

We are always open-minded

We are from and for the community

At Digital Science, our vision is to see research flow seamlessly – trusted, collaborative, and accessible – fueling breakthroughs that push humanity forward. This ambitious mission is one we achieve together, by enabling open, collaborative, inclusive research.

We firmly believe that to truly innovate and solve the complex challenges faced by our customers, from researchers and universities to funders and publishers, we need diverse perspectives, experiences, and ideas. A rich mix of voices drives quality insights, fosters enhanced collaboration, and ultimately pushes knowledge forward more effectively.

As an equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs. All applicants will be considered for employment without attention to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Beyond recruitment, we strive to cultivate an environment where inclusivity is woven into the fabric of our culture, enabling everyone to be their best self and do their best work.