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.
Expert in your field, author compelling customer stories, including case studies, testimonials, blog posts, and success stories in both video and written format.
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.
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
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.
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
YOU CAN CHECK OFF THESE REQUIREMENTS BOXES
Education: Bachelor's degree in Marketing, Communications, Journalism, Public Relations, or a related field.
Cross-functional collaboration: Experience working with cross-functional teams, including sales, product, customer success, and marketing.
Preferred Qualifications:
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.
$148,600.00 - $261,400.00
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 www.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 and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.