Customer Video Content Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

The Customer Advocacy and Engagementteam atGenesysis growing, and we're looking for aCustomer Video Content Managerto join us! We need a creative video content leader who excels incrafting compelling customer narratives at scale, delivering customer video content that people want to watch.

Ultimately, yourpurpose isthis:

• You'llco-lead the creation ofimpactfulcustomer success stories andgrowboth the impact and volume ofourcustomer successstories. You willspecialize intheend-to-endcontent creation processwith a concentrationon video testimonial content, ensuring our customer stories are innovative, aligned with brand andarestrategicallyaligned withcompanyobjectives. You'llcollaborate with other teamsspanning partners, marketing,salesand customer successto drivepipeline,bookingand adoptioninfluence throughcompelling, high-qualitycustomer narrativesthat resonate withcustomers and prospects.

• You have aproventrack recordas a creative leader with experience aligning customer stories to business goals. You excelindesigning and producingcompellingnarrativesand are a highly organized, strategic thinker with a passion for storytelling and content creation. Youcollaboratecross-functionally on planningandexecutingcustomer video productionwith efficiency and effectiveness.You have stellarinterpersonal and communicationskills,are energized byuncoveringgreat storiesto tellthe worldandhavea roll-up-your-sleeves attitudeto get creative when faced with constraints.

OUR TEAM MISSION

Our mission is to convert our customers to advocates for life.Wecapture and amplify their stories for they are the heroes ofourstory -- andour most powerfulsales and marketingasset.Wegrowanactive andenthusiastic communityof advocatesthatfuelsmart strategies, boldinnovationsand big resultsfor us and each otherby sharingideas and lessons learned in customer and employee experience.

As a team, we measure our successinthe amount ofrelevant customer stories produced,customer program engagement/feedback,advocacy community/reference participationandpipeline,bookingand renewal rateinfluence.

HOW WE WORK

Our team is highly collaborative.Weembrace change,work hard,trusteach other,focus on progress over perfectionand prioritizewhat moves the needle.

To go big, we say no to the status quo and try new things constantly. We dare to fail, listen,learnandgrowas a team tocontinuouslyraise the bar.

We are a corporate family. We thrive onopenness,authenticity,caring and belonging.

Responsibilities

Customer Story Concepting & Management

• Collaboratedailywith the Director of Customer Stories to manage and prioritize the customer story pipeline and align on content type and format.
• Manage the production of customer success video content, overseeinglogistics,scripting, budgeting, and vendor collaboration.
• Manage the capture of interviews, coordinating both in-house productions and vendor-led projects.

Cross-Team Collaboration & Brand Alignment

• Support the execution of our annual Customer Orchestrator Innovation Awardsbyvetting and developing nominationsfor video content.
• Work closely with the Art and Creative Directors tomaintainbrand alignment and ensure that all visual content supportsGenesys' identity.
• Co-lead the content, campaign, and publishing strategy for customer stories, ensuringmaximum impact.

Customer Engagement

• Work closely with customers before and during the filming process to deliver smooth logistics for on-site or remote filming and ensure their comfort and satisfaction with the representation of their story.
• Coordinate with Customer Advocacy and Engagement leads to obtain necessary approvals from customers on final edits and ensure all legal and brand guidelines are followed, including media releases and permissions.

Manage Video Productions

• Oversee the creative direction and production ofvideo testimonials, providing leadership on both content strategy,scriptingand execution.
• Research and developnew creative approachesto video storytelling, including the use of AI and innovative production techniques.
• Partner withCustomer Advocacy team members and marketing stakeholderstoestablishnew types of video campaigns and promote content across various channels.
• Edit custom video content, including managing foreign language versions when necessary.
• Coordinate with other departments to share resources as needed andmaintainequipment, ensuring its reliability for future projects.

Performance Tracking & Optimization

• Monitor and analyze the performance of customer story videos, tracking key metrics such as views, engagement, and conversions.
• Optimizevideo content based on performance data and customer feedback to improve future video projects.
• Keep up to date with trends and innovations in video production and digital storytelling to continuously enhance content quality.

Requirements

• Education:Bachelor's degree inFilm Production, Media, Marketing,Communicationor a related field.
• Experience:6+yearsof professional experiencein video pre- and post-production, including editing, preferably with a focus on customer stories,interviewsor corporate storytelling.

Storytellingskills:

• Excellent visual storytelling skills with the ability to translate customer experiences into engaging video narratives.
• Experience in interviewing customers and translating complex topics into relatable, impactful stories.
• A keeneye for detail, design, and pacing in video production.

Technical Skills:

• Proficient in video editing tools like Adobe Premiere Pro, After Effects, and Audition as well as program management software (e.g.Asana).
• Strong knowledge of video production techniques, including lighting, sound, and camera operation.
• Experience with motion graphics and animationsoftware isa plus.
• Familiarity with various video formats, codecs, and optimization techniques for web and social mediaplatforms.

Communication & Interpersonal Skills:

• Excellent verbal and written communication skills, with the ability to build rapport with customers and internal stakeholders.
• Strong project management skills with the ability to manage multiple video projects simultaneously.
• Ability to work collaboratively with cross-functional teams, external production partners, and customers.

Problem-Solving and Creative Thinking:Fresh new ideas for video content and ability to troubleshoot and creatively solve challenges that arise during the video production process.

• Portfolio:A portfolio or reelshowcasingpreviousvideo production work, particularly with customer stories, interviews, or similar content.
• Customer-centricmindset:Passion for understanding and amplifying the voice of the customer, with a customer-first attitude.

Preferred Qualifications:

• Specific experience withGenesysorfamiliarity with B2B marketing or working in SaaS/technology industries.
• Experience creating video content for social media platforms like YouTube,LinkedInandInstagram.
• Knowledge of remote video recording tools and techniques, including the use of virtual interview setups.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visitwww.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.