Hybrid Customer Video Content Manager

at Genesys

• Job title: Customer Video Content Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $97,000 - $180,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, United States

About the role

• Creative video content leader at Genesys managing customer success videos and storytelling projects. Collaborating cross-functionally to produce impactful customer narratives and optimize video content.

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 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.
• 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.
• 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

• Bachelor's degree in Film Production, Media, Marketing, Communication or a related field.
• 6+ years of professional experience in video pre- and post-production, including editing, preferably with a focus on customer stories, interviews or corporate storytelling.
• 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.
• 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 animation software is a plus.
• Familiarity with various video formats, codecs, and optimization techniques for web and social media platforms.
• 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 ability to troubleshoot and creatively solve challenges that arise during the video production process.
• A portfolio or reel showcasing previous video production work, particularly with customer stories, interviews, or similar content.
• Passion for understanding and amplifying the voice of the customer, with a customer-first attitude.

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