Analyst, Customer Trust
$95k - $142k • Remote • New York • FullTime
Posted 8d ago
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming legal and professional services by combining agentic AI, an enterprise-grade platform, and deep domain expertise. We are a fast-scaling company with strong product-market fit, seeking individuals who want to do the best work of their careers. Our team operates with intensity, ownership, and a commitment to our mission, guided by values of Decisiveness, Simplicity, and Job's Not Finished. This role is an opportunity to shape the customer trust narrative and empower Harvey to win complex deals by addressing customer security inquiries, supporting our Go-To-Market team, and elevating our overall security posture. You will operate at the intersection of technical security, customer success, audit, and AI innovation, leveraging Harvey’s tools to improve response speed, automation, and accuracy.
Responsibilities
- Act as a technical point of contact for the Go-To-Market team and customers regarding security questions.
- Provide timely, accurate, and empathetic responses to questionnaires and concerns to unblock deals while maintaining high security standards.
- Leverage AI and internal tools to improve the efficiency and accuracy of the response process.
- Build scalable workflows to reduce manual overhead and improve response times while optimizing quality.
- Establish and report on key performance indicators (KPIs) for the Customer Trust function.
- Use data to track team impact, response velocity, quality of answers, and the influence of trust on sales outcomes.
- Manage the Trust Center and create/maintain a high-quality security and regulatory knowledge base.
- Develop thought leadership to support GTM teams in handling complex security discussions.
- Partner closely with Product Security, Legal, and GTM/Sales to align on security positioning, product roadmaps, and evolving customer requirements.
Requirements
- 3+ years of experience in Information Security, Customer Trust, Technical Program Management, or Security Consulting.
- Proven track record of supporting and improving compliance programs.
- Comfort navigating complex compliance frameworks and communicating controls to customers.
- Exceptional customer/client service skills.
- Ability to understand customer concerns and communicate complex technical/regulatory topics to non-technical stakeholders.
- 1-2+ years of experience leveraging AI models or automation for program efficiencies (e.g., automating knowledge base management or response drafting).
- Strong analytical skills with a focus on metrics.
- Comfort creating dashboards and reporting on functional performance to leadership.
- Comfort with ambiguity, high patience, and the ability to remain calm and decisive under pressure.