Customer Trust Incident Response Manager

OverviewIn this role, you guide customer-facing communication during security, privacy, and availability incidents to protect Autodesk customers. You collaborate with technical responders, product and cloud teams, privacy and legal partners, and customer-facing units to translate evolving incident details into clear customer guidance. You are not the technical incident commander, but you shape what customers need to know and ensure timely, accurate communications. You’ll develop and coordinate Trust Center bulletins, FAQs, and other customer materials, while maintaining consistency across channels and driving improvements in incident response communications.Compensaciones / Beneficios salary transparencycomprehensive benefits packagestock grantsannual cash bonusesremote or hybrid optionsin-person onboarding and identity verificationResponsabilidadesRepresent the customer perspective throughout Trust incidents and ensure customer impact and communication needs are considered during responseActively participate in significant security, privacy, data protection, identity, and availability incidentsLead customer-focused communications as the Trust lead within incident response, guiding what is communicated and whenRapidly understand the incident scope, affected products, customers impacted, data involved, and recovery timelinesIdentify information gaps and pose technically informed questions to drive clear answersAnticipate customer and stakeholder questions and prepare appropriate responsesDevelop and coordinate customer communications, bulletins, advisories, FAQs, and talking pointsEnsure consistency of messages across Support, Success, account teams, and Trust Center channelsDifferentiate between confirmed facts, hypotheses, and unconfirmed information for communicationBalance speed, accuracy, privacy, security, and legal requirements in communicationsCoordinate with legal and technical teams to ensure communications are appropriateFoster cross-functional relationships to align on customer impact and timingParticipate in retrospectives and drive improvements to customer communications and experienceHelp mature Trust incident response processes, playbooks, templates, and escalation criteriaEstablish repeatable approaches for assessing customer impact and communication audiencesPartner on exercises to weave customer considerations into incident preparednessIdentify recurring questions and challenges to improve future responsesDefine metrics for effectiveness and timeliness of customer communicationsPromote a culture where customer trust is central to incident responseBuild strong relationships across organizations involved in Trust incidentsRequisitos principales Security or cybersecurity incident response experienceTechnical incident management experienceSite reliability or cloud service incident response experienceSenior technical support, escalation engineering, or customer support backgroundStrong technical understanding of cloud/SaaS environments and related technologiesExceptional written communication for concise, technically accurate customer messages under time pressureStrong verbal communication and the ability to engage with technical experts, leaders, lawyers, and customer teamsCalm, organized, and effective under high-severity incidentsDiplomatic yet direct questioning to clarify incomplete informationExperience coordinating incident response across regions and time zonesExceptional written communicationStrong verbal communicationcalm under pressureSecurity incident responseTechnical incident managementCloud and SaaS environments knowledge

Technical incident management experience Site reliability or cloud service incident response experience Senior technical support, escalation engineering, or customer support background Strong technical understanding of cloud/SaaS environments and related technologies Exceptional written communication for concise, technically accurate customer messages under time pressure Strong verbal communication and the ability to engage with technical experts, leaders, lawyers, and customer teams Calm, organized, and effective under high-severity incidents Diplomatic yet direct questioning to clarify incomplete information Experience coordinating incident response across regions and time zones Exceptional written communication Strong verbal communication calm under pressure Security incident response Technical incident management Cloud and SaaS environments knowledge