Customer Services Manager

Overview In 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 transparency comprehensive benefits package stock grants annual cash bonuses remote or hybrid options in-person onboarding and identity verification Responsabilidades Represent the customer perspective throughout Trust incidents and ensure customer impact and communication needs are considered during response Actively participate in significant security, privacy, data protection, identity, and availability incidents Lead customer-focused communications as the Trust lead within incident response, guiding what is communicated and when Rapidly understand the incident scope, affected products, customers impacted, data involved, and recovery timelines Identify information gaps and pose technically informed questions to drive clear answers Anticipate customer and stakeholder questions and prepare appropriate responses Develop and coordinate customer communications, bulletins, advisories, FAQs, and talking points Ensure consistency of messages across Support, Success, account teams, and Trust Center channels Differentiate between confirmed facts, hypotheses, and unconfirmed information for communication Balance speed, accuracy, privacy, security, and legal requirements in communications Coordinate with legal and technical teams to ensure communications are appropriate Foster cross-functional relationships to align on customer impact and timing Participate in retrospectives and drive improvements to customer communications and experience Help mature Trust incident response processes, playbooks, templates, and escalation criteria Establish repeatable approaches for assessing customer impact and communication audiences Partner on exercises to weave customer considerations into incident preparedness Identify recurring questions and challenges to improve future responses Define metrics for effectiveness and timeliness of customer communications Promote a culture where customer trust is central to incident response Build strong relationships across organizations involved in Trust incidents Requisitos principales Security or cybersecurity incident response experience 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