Creative & Content Services Principal

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.

We are seeking a talented Director of Customer Stories with a passion for storytelling and a focus on developing and publishing customer success content.

Ultimately, your purpose is this: You will be responsible for crafting customer content that showcases the value of the Genesys platform in the form of case studies, testimonials, and success stories that resonate with target audiences and strengthen customer relationships. You will also collaborate with stakeholders to ensure a comprehensive promotion plan that influences pipeline and bookings.

You have a proven track record of charisma with customers and crafting compelling stories. You collaborate cross-functionally on planning and execution of programs. 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 thrive on openness, authenticity, caring and belonging.

YOUR FUTURE DAY-TO-DAY RESPONSIBILITIES

Customer Story Development

• Identify, engage, and collaborate with customers to gather insights, testimonials, and case study information.

• Conduct interviews with customers to uncover success stories and key outcomes achieved through the use of our products/services.

• Expert in your field, author compelling customer stories, including case studies, testimonials, blog posts, and success stories in both video and written format.

• Translate technical or industry-specific information into relatable and engaging narratives that highlight business challenges, solutions, best practices and measurable results.

• Experiment with new ways to elevate the impact of customer narratives.

Content Publishing & Promotion

• Level up a cohesive internal and external promotion strategy to publish customer stories across various channels in a weekly cadence, including the company's website, blog, social media, newsletters, YouTube channels and external publications.

• Creates formal networks with the digital marketing and content teams to ensure customer stories are integrated into broader marketing campaigns and strategies.

• Evolve a structured and more efficient process for story production, obtaining internal and customer approvals, permissions, and sign-offs to ensure timely story delivery.

Customer Advocacy & Engagement

• Cultivate relationships with key customers to encourage ongoing advocacy and collaboration on future content.

• Scale a pipeline of relevant customer stories that align to company strategic priorities.

Cross-Functional Collaboration

• Influential thought leader with product marketing, partners, customer success, product and sales teams in identifying high-value customers for storytelling opportunities and ensure customer stories align with key messaging and support business objectives.

• Principal advisor with design and video teams to enhance customer stories with visual assets (infographics, charts, images and video content).

• Align storytelling initiatives with the overall customer advocacy program and contribute to broader advocacy efforts, such as customer reference programs, webinars, and speaking engagements.

Performance Tracking & Optimization

• Track the performance of customer stories and case studies, analyzing engagement metrics and business impact on pipeline and booking influence.

• Optimize content and distribution strategies based on data insights to increase customer story reach and effectiveness.

YOU CAN CHECK OFF THESE REQUIREMENTS BOXES

• Education: Bachelor's degree in Marketing, Communications, Journalism, Public Relations, or a related field.

• Experience: 8+ years of experience in marketing, customer advocacy or a related role.

• Storytelling skills: Strong writing and editing skills with a demonstrated ability to create engaging and persuasive content, particularly around customer success stories.

• Communication: Excellent interpersonal and communication skills, with the ability to build relationships with customers and internal stakeholders.

• Program management: Proven ability to manage multiple customer story projects simultaneously, deliver content on time and run global programs.

• Attention to detail: High attention to detail, especially when gathering customer data and producing case studies that require accuracy and fact-checking.

• Cross-functional collaboration: Experience working with cross-functional teams, including sales, product, customer success, and marketing.

• 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 in Customer Marketing is preferred - or familiarity with B2B marketing or working in SaaS/technology industries.

• Experience developing multi-format content such as video interviews, podcasts or webinars based on customer stories.

• Knowledge of advocacy, web and/or program management platforms (e.g., Influitive, Asana, Wordpress)

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.