Manager - Security Customer Enablement

November 8

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Twilio

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telecommunications • API • cloud communications • SaaS • telephony

5001 - 10000

Description

• 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.

Requirements

• 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.

Benefits

• Competitive pay • Generous time-off • Ample parental and wellness leave • Healthcare • Retirement savings program • Much more