Customer Content Manager

The Customer Advocacy and Engagement team at Genesys is growing, and we’re looking for a Customer Content Manager to join us! We need a creative leader who excels in crafting compelling customer narratives at scale. 

Ultimately, your purpose is this: You’ll co-lead the creation of impactful customer success stories and grow both the impact and volume of our customer success stories. You will specialize in the end-to-end content creation process with a concentration on video testimonials, ensuring our customer stories are innovative, aligned with brand and are strategically aligned with company objectives. You’ll collaborate with other teams spanning partners, marketing, sales and customer success to drive pipeline, booking and adoption influence through compelling, high-quality customer narratives that resonate with customers and prospects. 

 
You have a proven track record as a creative leader with experience aligning customer stories to business goals. You excel in designing and producing compelling narratives and are a highly organized, strategic thinker with a passion for storytelling and content creation. You collaborate cross-functionally on planning and executing programs with efficiency and effectiveness. You have stellar interpersonal and communication skills, are energized by uncovering great stories to tell the world and have a roll-up-your-sleeves attitude to get creative when faced with constraints.  

 
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 fuel 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. 

HOW WE WORK 

Our team is highly collaborative. We embrace change, work hard, trust each other, focus on progress over perfection and prioritize what moves the needle.  

To go big, we say no to the status quo and try new things constantly. We dare to fail, listen, learn and grow as a team to continuously raise the bar.  

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

YOUR FUTURE DAY-TO-DAY RESPONSIBILITIES 

Customer Story Concepting & Management 

• Collaborate daily with the director of customer stories to drive the in-house customer story pipeline and align with customers for future story opportunities. 

• 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 Innovation Awards by assisting in collecting and vetting nominations 

• 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 during the filming process to ensure their comfort and satisfaction with the representation of their story. 

• Obtain necessary approvals from customers on final edits and ensure all legal and brand guidelines are followed, including media releases and permissions. 

• Build and maintain strong relationships with customers, encouraging future advocacy and participation in additional marketing initiatives. 

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 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. 

YOU CAN CHECK OFF THESE REQUIREMENTS BOXES  

• Education: Bachelor's degree in Film Production, Media, Marketing, Communication or a related field. 

• Experience: 4+ years of experience in video production, 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 software and program 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: 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.