Job Description

Overview

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 Engagement team at Genesys is growing, and we're looking for a Customer Video Content Manager to join us! We need a creative video content leader who excels in crafting compelling customer narratives at scale, delivering customer video content that people want to watch.

OUR TEAM MISSION

Our mission is to convert our customers to advocates for life. We capture and amplify their stories for they are the heroes of our story -- and our most powerful sales and marketing asset. We grow an active and enthusiastic community of advocates that fuels smart strategies, bold innovations and big results for us and each other by sharing ideas and lessons learned in customer and employee experience.

As a team, we measure our success in the amount of relevant customer stories produced, customer program engagement/feedback, advocacy community/reference participation and pipeline, booking and renewal rate influence.

Responsibilities

Customer Story Concepting & Management

• Collaborate daily with 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, overseeing logistics, 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 Awards by vetting and developing nominations for video content.
• Work closely with the Art and Creative Directors to maintain brand alignment and ensure that all visual content supports Genesys' identity.
• Co-lead the content, campaign, and publishing strategy for customer stories, ensuring maximum 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 of video testimonials, providing leadership on both content strategy, scripting and execution.
• Research and develop new creative approaches to video storytelling, including the use of AI and innovative production techniques.
• Partner with Customer Advocacy team members and marketing stakeholders to establish new 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 and maintain equipment, 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.
• Optimize video 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 in Film Production, Media, Marketing, Communication or a related field.
• Experience: 6+ years of professional experience in video pre- and post-production, including editing, preferably with a focus on customer stories, interviews or corporate storytelling.

Storytelling skills

• 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 keen eye 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 project management software (e.g., Asana).
• Strong knowledge of video production techniques, including lighting, sound, and camera operation.
• Experience with motion graphics and animation software is a plus.
• Familiarity with various video formats, codecs, and optimization techniques for web and social media platforms.

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 reel showcasing previous video production work, particularly with customer stories, interviews, or similar content.
• Customer-centric mindset : Passion for understanding and amplifying the voice of the customer, with a customer-first attitude.

Preferred Qualifications

• Specific experience with Genesys or familiarity with B2B marketing or working in SaaS/technology industries.
• Experience creating video content for social media platforms like YouTube, LinkedIn and Instagram.
• 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.

$97,000.00 - $180,000.00

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, visit

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 may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response.

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 and veteran status, and other protected characteristics.

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

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