Senior Customer Enablement Manager, Highlight
$105-130k
More information about location
In-home product testing platform
Be an early applicant
In-home product testing platform
21-100 employees
Be an early applicant
$105-130k
More information about location
21-100 employees
Company mission
To inspire our community of brands and consumers to build better products for all.
Role
Who you are
- 5-7 yrs experience enabling customers’ success at research technology companies
- Deep experience designing and executing research studies, including expertise in survey design, sampling techniques, data collection methods, qual and quant analysis, report writing, and presentation of results
- Experience leading customer onboarding and training
- Expertise in physical product research, across quantitative and qualitative methodologies; strong understanding of statistical concepts and techniques including Penalty analysis, TURF analysis, and MaxDiff
- Excellent analytical and problem-solving skills, with the ability to translate data into actionable insights and storytelling reports
- Strong communication skills, with the ability to convey complex findings and recommendations to customers
- Experience leading workshops, training, and enablement sessions
- Detail-oriented mindset with a commitment to accuracy and quality in research and analysis
- Ability to work independently and collaboratively in a fast-paced environment, managing multiple projects simultaneously
- Degree in Market Research, Psychology, Sensory Science, Integrated Innovation, Statistics, Behavioral Science or related field
What the job involves
- Highlight is not a DIY platform
- Our Customer Enablement team is there to support customers, from onboarding and ongoing training, to collaborating on project set up and quality checks along the way, to consulting on turning insight into action
- As part of the Customer Enablement team, you will play a pivotal role in ensuring our customers realize maximum value from Highlight
- You’ll own customer relationships end-to-end—onboarding, adoption, ongoing engagement, and insights delivery —while serving as a trusted, consultative partner who leverages research skills and industry experience to help customers reach their goals using Highlight
- This role is highly cross-functional
- You’ll work closely with Ops to keep customer tests on track, Sales to align Highlight’s solutions with customer needs, and Product to provide customer-driven insights that inform new features and product launches
- You’ll also have the freedom to explore and pilot new approaches that expand Highlight’s total addressable market, strengthen customer value, and build a competitive data advantage
- In addition to bringing a wealth of insights and product testing knowledge to the table, the ideal candidate will have strong strategic thinking, project management and problem resolution skills, and be driven to create tools, best practices and methods that position Highlight as the experts in product testing
- Ability to adapt to changing priorities in an effort to meet multiple project timelines and stakeholder needs is a must
- This role is perfect for an insights expert and innovator passionate about reshaping how our industry operates—delivering product intelligence and expertise at scale through innovative software
- Act as the primary point of contact for your accounts (both subscriptions and a la carte/pilots), ensuring excellent service and long-term success
- Onboard new customers, guide them through product setup and training, and ensure successful implementation of their tests
- Work with your Customer Development counterparts to conduct regular check-ins and business reviews to assess progress, gather feedback, discuss future goals, and ensure path to renewal
- Leverage research skills and industry expertise to understand customer goals and challenges, and provide tailored recommendations to research roadmapping and individual test design using Highlight best practices (for both new and existing customers)
- Identify upsell and cross-sell opportunities that expand customer use of Highlight’s platform
- Manage projects using the Highlight app by coordinating with internal support functions, QCing recruits, reviewing customers’ surveys, monitoring fieldwork, coordinating deliverable creation, and ensuring all steps meet quality standards and timelines
- Occasionally manage full service or custom needs requiring custom survey writing and tailored outputs outside the platform
- Advise customers on best practices and process improvements that maximize value and quality from Highlight, steering away from undue complexity
- Manage customer escalations and ensure issues are resolved quickly and effectively, leading with empathy, accountability, and clarity
- Lead customer demos, onboarding, and training sessions to deepen product knowledge and adoption
- Develop and refine playbooks, processes, and resources that standardize and scale enablement best practices and speed up time to adoption
- Advocate for customers internally, ensuring their insights shape product roadmap and they feel their voice is heard
- Support internal team enablement by creating tools, best practices, and case studies that Highlight customer impact
Our take
With over 95% of consumer products failing, and more consumer products than ever on the market, accurate and insightful market research has become a must. Highlight is a next-generation market research company offering engaging and scaleable ways to home-test products with consumers.
Highlight delivers free ‘discovery’ boxes to users in exchange for feedback, covering all kinds of consumer goods, from beverages to personal care. This setup has won it high engagement rates with users, and correspondingly deep insights into product development, which is invaluable in an industry that places such a high premium on quality feedback.
With its testing platform originally coming to the fore when in-person testing was taken off the table by the pandemic, Highlight has subsequently benefited from the general trend towards convenience, and has grown immensely since founding in 2021. Already serving over 100 partners, Highlight is now focused on hiring even more talent as it moves to accelerate growth.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Aug 2023
$18m
SERIES A
Mar 2022
$7m
SEED
Total funding: $33.8m
Company benefits
- Medical, dental, and vision with 100% premium covered
- Generous PTO / sick leave
- Flexible, remote WFH culture
- Optional office space - Access to Hearst Tower & its facilities in NYC (should you choose to be in person)
Company HQ
Hell's Kitchen, New York, NY
Leadership
Dana Kim
(Founder & CEO)Studied at Barnard and The Wharton School. Worked in Research at Kelton Global and as an Investment Fellow at Amplifhyer Ventures.
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