Senior Customer Enablement Manager

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September 9

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Highlight

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Government • Cybersecurity • IT Services

Highlight is a government-focused services provider that delivers a wide array of solutions to tackle federal agency challenges. Founded in 2008, Highlight offers services including business and mission operations, grants and financial services, policy and planning, strategic communication, DevSecOps, human-centered design, data management, IT services, cybersecurity, and cloud services. The company is renowned for its personalized approach and its commitment to creating impactful federal mission solutions while providing rewarding career opportunities. Highlight is also distinguished by its 100% employee ownership and a diverse workforce, emphasizing financial success sharing among employees. Headquartered in Fairfax, Virginia, the company is recognized as one of the 2024 Fortune Best Companies and has received numerous awards for community service and workplace environment.

1001 - 5000 employees

Founded 2002

🏛️ Government

🔒 Cybersecurity

📋 Description

• 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

🏖️ Benefits

• Health insurance (medical, dental, vision) with 100% of employee premiums covered • Unlimited PTO • Flexible, remote WFH culture • Access to the iconic Hearst Tower & its facilities in NYC (should you choose to ever be in person) • Based on previous experience and skillset, the starting base salary for this position is $105,000 - $130,000