Staffing Manager
HelloKindred
Senior Customer Enablement Manager
Highlight
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $105,000 - $130,000 per year
Job Level
Senior
About the role
- Act as the primary point of contact for assigned accounts, owning onboarding, adoption, ongoing engagement, and insights delivery
- Onboard new customers, guide product setup and training, and ensure successful implementation of tests
- Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and ensure path to renewal
- Leverage research skills and industry expertise to provide tailored recommendations for research roadmapping and individual test design
- Identify upsell and cross-sell opportunities to expand customer use of Highlight’s platform
- Manage projects using the Highlight app: coordinate with internal support functions, QC recruits, review surveys, monitor fieldwork, and coordinate deliverable creation
- 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 to maximize value and quality
- Manage customer escalations and resolve issues 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 to standardize and scale enablement best practices
- Advocate for customers internally to ensure their insights shape product roadmap and that customers feel heard
- Create tools, best practices, and case studies to support internal team enablement and demonstrate Highlight customer impact
Requirements
- 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
