Manager - Security Customer Enablement

Salary not available. View on company website.

Twilio, Scotland-wide

Full time
Permanent
Remote working

Posted today, 17 Dec | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: cc7714418c9d478cad1bcdf44777ae8c

Twilio

Full Job Description

In this role, you'll:

Lead and manage a team of analysts responsible for addressing InfoSec-related customer inquiries.
Oversee Twilio's External Trust Center, ticketing metrics for security document requests, questionnaires, customer calls, legal reviews, audits, and incident inquiries.
Tie all tickets to SLAs, monitor compliance, track escalations, and proactively address issues.
Enhance dashboard features by implementing real-time monitoring, trend analysis, and visual analytics.
Drive process improvement initiatives through root cause analysis, workflow optimization, and automation in ServiceNow.
Define clear escalation paths and ensure team understanding of procedures.
Establish an overall feedback loop by calculating support costs per customer (ROI) and providing insights to Finance and GTM teams.
Cultivate strong relationships with Twilio teams to enable customer success.
Support the Go-To-Market team by explaining how information security concerns impact sales opportunities, emphasizing collaboration with Solutions Engineers.
Hold team members accountable for performance and adherence to processes and standards., We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having "desired" qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!, 4-8 years of management experience in a customer-facing support role, ideally within the Information Security domain.
Proven track record of building and improving existing programs and processes, including leading technical customer-facing support and communications programs.
Experience working with or leading global teams.
Broad knowledge of IT concepts (encryption, networking, operating systems, databases, middleware, applications) and working knowledge of security legal and regulatory requirements (e.g., PCI, SOC, HIPAA, GDPR, FedRAMP, NIST, ISO/IEC 2700X, COBIT).
Possession of or willingness to obtain a relevant certification such as CISSP, CISA, CCSP, CCSK, CIPP, PMP, CRISC, CFCP, or CGEIT.
Experience developing metrics, KPIs, SLAs, ensuring team accountability, and proficiency with ticketing systems and dashboard analytics.
Ability to perform root cause analysis, drive process improvements, and experience with automation tools like ServiceNow.
Strong customer interaction and support experience, ensuring timely, efficient, and accurate responses.
Excellent communication and interpersonal skills and experience working with cross-functional teams.
Bachelor's degree in Information Security, Computer Science, or a related field.
Experience defining clear escalation paths and ensuring team adherence.
Knowledge of calculating support costs per customer (ROI) and providing feedback to Finance and GTM teams.
Strong leadership and team management skills.
Familiarity with customer relationship management tools and support ticketing systems, particularly ServiceNow.

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