Customer Trust Incident Response Manager 102738

Job Requisition ID #

26WD100660

Autodesk is seeking a Senior Customer Trust Incident Response Manager to help lead the customer-facing response to security, privacy, and service availability incidents that impact, or have the potential to impact, Autodesk customers.

In this role, you will represent the customer perspective throughout the incident lifecycle. You will work alongside technical incident responders, product and engineering teams, cloud and site reliability teams, privacy and legal partners, identity teams, and customer-facing organizations to understand what has happened, determine what customers need to know, identify unanswered questions, and drive accurate and timely customer communications.

You will not necessarily be the technical incident commander or the person responsible for remediating an incident. Instead, you will be the person asking: What does this mean for our customers? Who is affected? What do they need to know? What questions will they ask? What can we confidently communicate now, and what do we still need to determine?

You will translate complex, rapidly evolving technical information into clear, accurate, and actionable communications for customers and Autodesk teams. Depending on the incident, these communications may include direct customer notifications, customer and support guidance on phone calls, security bulletins or advisories published through the Autodesk Trust Center, service communications, and Autodesk Event Analyses published through the Autodesk Health Dashboard.

This is a highly collaborative role requiring strong technical judgment, exceptional written and verbal communication, customer empathy, cross-functional collaboration, and the ability to operate calmly and effectively during high-pressure situations.

Responsibilities

Represent the customer during Trust incidents

• Actively participate in the response to significant security, privacy, data protection, identity, and product or service availability incidents that impact or may impact Autodesk customers.
• Serve as the Customer Trust lead within incident response activities and ensure customer impact, customer expectations, and communication requirements are considered throughout the response.
• Rapidly develop an understanding of the incident, affected products or services, impacted customers, relevant data or systems, potential customer consequences, remediation activities, and expected recovery.
• Identify gaps in the information needed to understand and communicate customer impact.
• Ask direct, technically informed questions of incident responders, engineers, product teams, and other subject matter experts and drive those questions to resolution.
• Anticipate the questions customers, customer executives, administrators, security teams, and technical teams are likely to ask.

Drive customer incident communications

• Develop clear, accurate, timely, and appropriately transparent customer communications during rapidly evolving incidents.
• Translate complex technical, security, privacy, and operational information into language appropriate for customers without sacrificing accuracy.
• Coordinate and contribute to direct notifications to impacted customers when required.
• Develop or coordinate Trust Center security bulletins and advisories, Autodesk Event Analyses, FAQs, talking points, and other incident-related customer materials.
• Maintain consistency across communications delivered through Customer Support, Customer Success, account teams, Trust Center channels, Health Dashboard channels, and other customer-facing teams.
• Work with technical and legal stakeholders to distinguish between confirmed facts, preliminary findings, working hypotheses, and information that is not yet appropriate for external communication.
• Balance the need for speed and transparency with technical accuracy, customer usefulness, privacy obligations, security considerations, and legal requirements.

Coordinate across Autodesk

Build strong working relationships across organizations involved in Trust incidents. During an incident, you will bring these perspectives together to establish a coherent understanding of customer impact and help ensure the right information reaches the right customers and Autodesk teams at the right time.

Improve Autodesk's customer Trust incident response capabilities

• Participate in incident retrospectives and identify opportunities to improve customer communications and the overall customer experience during incidents.
• Help develop and mature Customer Trust incident response processes, playbooks, communication templates, escalation criteria, and decision frameworks.
• Establish repeatable approaches for assessing customer impact and determining appropriate communication channels and audiences.
• Partner with incident response and operational teams on exercises, simulations, and tabletop scenarios to ensure customer considerations are incorporated into incident preparedness.
• Identify recurring customer questions and communication challenges and use those insights to improve future incident response.
• Help define metrics and measures for the effectiveness and timeliness of customer trust incident communications.
• Promote a culture in which customer trust is treated as a critical component of incident response

Preferred Qualifications

• Significant professional experience in one or more of the following areas:
  • Security or cybersecurity incident response
  • Technical incident management
  • Site reliability or cloud service incident response
  • Senior technical support, escalation engineering, or customer support
  • Technical or product marketing, especially in the cybersecurity industry
• Demonstrated experience working directly with customers on complex, technical, sensitive, or high-severity issues.
• Strong technical understanding of modern cloud and SaaS environments, including:
  • Networking and Internet technologies
  • Web applications and APIs
  • Cloud infrastructure and services
  • Identity, authentication, authorization, and access management
  • Application and product security concepts
  • Data storage, processing, and data flows
  • Distributed systems and service dependencies
  • Availability, reliability, and operational incident concepts
• Exceptional written communication skills, including the ability to produce concise, technically accurate customer communications under significant time pressure.
• Strong verbal communication skills and confidence working directly with technical experts, senior leaders, legal professionals, customer-facing teams, and customers.
• Demonstrated ability to remain calm, organized, and effective during high-severity or rapidly evolving incidents.
• Ability to be diplomatic while asking direct questions, challenging assumptions, and driving clarity when information is incomplete.
• Experience working in a global organization and coordinating incident response across multiple regions and time zones.

Learn More

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

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We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging

In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification.

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