Customer Video Content Manager

Customer Video Content Manager

at

Genesys

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. While we offer great benefits and perks similar to larger tech companies, our employees enjoy independence to make a larger impact and take ownership of their work. Join the team and help create the future of customer experience.

Our mission : Convert our customers to advocates for life. We capture and amplify their stories because they are the heroes of our story and the most powerful sales and marketing asset. We grow an active 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.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Marketing, Public Relations, and Writing / Editing

Responsibilities

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.

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.

Work with customers before and during filming 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.

Oversee the creative direction and production of video testimonials, providing leadership on 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.

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.

Qualifications

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, Audition, 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.

Fresh new ideas for video content and the ability to troubleshoot and creatively solve challenges that arise during the video production process.

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

Market‑competitive salary with an anticipated base compensation range of $97,000.00 – $180,000.00. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role may also be eligible for 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.

Application Notes

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.

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 . You can expect a response within 24–48 hours.

Equal Opportunity Statement

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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