高级客户信任分析师, 欧洲、中东和非洲
Senior Customer Trust Analyst, EMEA
职位描述
Abnormal AI 正在寻找一位高级客户信任分析师，负责在 EMEA 地区建立并领导我们的客户信任计划。作为该地区首位客户信任岗位的员工，此人将与我们位于 EMEA 的工程和销售团队紧密合作，促进 Abnormal 与客户之间的信任文化。该职位隶属于客户信任团队，该团队充当客户与 Abnormal 之间的翻译层：将客户的安全需求转化为内部控制、证据和产品或运营要求，然后将这些控制措施转化为客户可以信任并采取行动的明确保证。
该职位将直接向高级采购方展示 Abnormal 的控制环境，设计针对最高风险安全审查的响应策略，而不是逐个回答问题，并在客户期望与实际情况冲突时推动达成清晰共识。这包括向销售领导层建议如何向潜在客户展示控制环境，以及定义信任响应流程如何随着交易量的增长而扩展。作为该地区该职能的首位员工，此人将成为 Abnormal EMEA 客户信任计划的主要联系人，并对能够实现规模化收入的结果负责，而不仅仅是单个交易。
理想的候选人能够在高压的客户对话中游刃有余，能精准地将安全和隐私概念传达给业务受众，在讨论变得紧张时保持冷静，并具备商业判断力，将信任计划的深度与收入结果联系起来。还期望熟悉欧盟人工智能法案（EU AI Act）和通用数据保护条例（GDPR），以及它们对领先网络安全 SaaS 提供商客户的应用。
你是什么样的人
- 具备在最高风险层面处理面向客户的网络安全对话的丰富经验
- 善于分析，能够将信任计划的深度与收入成果联系起来
- 精通设计响应策略，而非逐个回答问题，即使在最高风险审查中存在高度不确定性时也能如此
- 在客户期望与现实冲突时，有自信并愿意提出担忧，推动达成清晰共识
- 具备出色的沟通能力，能够快速与内部利益相关者和高级外部采购方建立信任；有将复杂的安全和隐私概念传达给不同受众的经验
- 对细节和流程有高度关注，具备组织能力
查看英文原文
About the Role
Abnormal AI is looking for a Senior Customer Trust Analyst to build and lead our customer-trust program across EMEA. As the first Customer Trust hire in the region, this person will partner closely with our EMEA-based Engineering and Sales teams to foster a culture of trust between Abnormal and our customers. This role sits within the Customer Trust team, which acts as the translation layer between customers and Abnormal: translating customer security requirements into internal controls, evidence, and product or operational requirements, then translating those controls back into clear assurances customers can trust and act on.
This role will be responsible for presenting Abnormal's control environment directly to senior buyers, designing response strategy for the highest-stakes security reviews rather than reacting question by question, and driving toward clarity when customer expectations conflict with reality. This includes advising Sales leadership on how to position the control environment to prospects and defining how the trust response process scales as deal volume grows. As the first person in this function regionally, this individual will serve as the primary point of contact for Abnormal's EMEA customer-trust program and will be accountable for outcomes that unblock revenue at scale, not just individual deals.
The ideal candidate thrives in high-pressure customer conversations, translates security and privacy concepts for a business audience with precision, stays composed when a discussion turns contentious, and brings the business judgment to tie trust program depth to revenue outcomes. Familiarity with the EU AI Act and GDPR as they apply to a leading cybersecurity SaaS provider's customers is also expected.
Who you are
- Proven experience navigating customer-facing security conversations at the highest stakes level
- Analytical thinker who connects trust program depth to revenue outcomes
- Proficient in designing a response strategy rather than reacting question by question, even amid high ambiguity in the highest-stakes reviews
- Confidence and willingness to raise concerns and drive toward clarity when customer expectations conflict with reality
- Strong communication skills with the ability to quickly build rapport with internal stakeholders and senior external buyers; demonstrated experience translating complex security and privacy concepts for diverse audiences
- High attention to detail and process, with the organizational rigor to be accountable for program-level outcomes, not just individual deals
- Ability to adapt to evolving business and technical environments and manage multiple priorities across deals in a fast-paced environment
- Team player, collaborative work style
- Self-motivated and able to operate with minimal oversight, owning outcomes end to end
- Demonstrated ability to operate as a self-starter and de facto leader, building a customer-trust function from the ground up as the first hire in a region, and comfortable navigating cross-functionally to manage customer requests without an established local team or playbook to lean on
What you will do
- Own and build the customer-trust program for EMEA as the first Customer Trust hire in the region, including how conversations are prioritized, escalated, and resolved
- Contribute to defining how the trust response process scales as deal volume grows, without diluting response quality or turnaround time
- Translate customer security requirements into internal controls, evidence, and product or operational requirements that internal teams can act on
- Track and drive resolution of gaps between customer expectations and Abnormal's actual control environment, ensuring resolution is documented and communicated back to the customer
- Partner with EMEA-based Engineering and Sales teams, as well as Security and Legal, to foster a culture of trust between Abnormal and its customers across the region
- Monitor changes in customer expectations and the regulatory landscape, including the EU AI Act and GDPR, and adjust how Abnormal's control environment is presented as needed
- Maintain up-to-date content in Responsive and accurate documentation in Safebase Trust Center for EMEA
- Support the tooling that underpins the trust response process, including Responsive and Safebase Trust Center
- Engage in ad-hoc projects as required
- Maintain regular, clear communication with internal stakeholders and Sales leadership regarding conversation status, deal risk, and progress on unresolved issues
- Communicate program status, health, and key risks to senior management and Sales leadership, connecting trust program performance to revenue outcomes
Must Haves
- 7 to 10 years of experience in customer-facing security, trust, or compliance roles
- Familiarity with SOC 2, ISO 27001, ISO 27701, ISO 42001, RFPs, and security questionnaires
- Experience translating customer security requirements into internal controls, evidence, and product or operational requirements
- Strong project management skills with the ability to drive resolution across internal teams when customer expectations conflict with reality
- Excellent written and verbal communication skills, with the ability to explain complex security and privacy concepts to both technical and non-technical stakeholders
- Experience helping customers build trust with products in scope for the EU AI Act and GDPR
- Experience engaging with German works councils
Nice to Have
- Bachelor's degree or equivalent experience
- CIPP/E, CIPM, CISM, CISSP, CTPRP, or ISO 27001 Lead Auditor certification(s)
- Experience using Responsive and SafeBase Trust Center
- Experience in a fast-paced, high-growth technology company
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A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.