Who We Are
30,000 products are launched every year, and 90% of them fail. Highlight is the first and only end-to-end agile product testing platform, enabling the efficient collection of scaled product performance data. Brands like Nestle, P&G, and Estee Lauder rely on Highlight for competitive benchmarking, pre-launch formulation testing, in-market product renovation, and more, to optimize product success. Highlight, launched in 2021, has seen runaway growth and scale, having tested hundreds of products at a fraction of the time and cost of traditional analog methods, and becoming the dominant SaaS platform in the product testing space. Highlight is a woman-owned, minority-owned startup on a mission to create better products for people and the planet. We’re a diverse and collaborative team committed to fostering an environment of innovation, impact, and growth.
Highlight is looking for talented and energetic individuals who are motivated and driven. We are a fast-paced, rapid-growth early-stage start-up changing how brands test physical products and digital concepts.
We are focused in 2024 on bolstering our team with research experts whose contributions will deepen relationships with core customers, defend the unique value we’re providing today, and propel future growth by embedding that expertise into our product.
As a Customer Enablement Manager, you enable customers’ on platform usage and discovery by onboarding, training, and ensuring project success. Your focus is on Enterprise and Strategic accounts, our most complex and custom offering - and your ultimate goal is to drive customer satisfaction, partner with the Customer Development team in retention and expansion. You are key to Highlight’s growth and success!
Your Impact:Onboarding and Platform Adoption: You are first to transition customers over to new technology and partner cross-functionally to create appropriate onboarding, training, and beta programs. Monitor and drive the adoption of the Highlight platform among new and existing users, ensuring they achieve maximum value from the platform. Identify and address barriers to adoption, providing ongoing support/resources to customers. Conduct training sessions and provide guidance to ensure a smooth transition, including providing ongoing education and resources to customers.
Delivering research excellence: You are leading the end to end execution of project work that is more complex and custom in nature, where you’ll customize Highlight templates/best practices to suit the customer’s objective/goals that may not fit into a solution. A majority of research processes are tech-enabled but custom needs often require services or manual work. Enterprise customers rely on you for guidance, advisory and support with survey writing, analysis and synthesizing complex data into clear, compelling insights and actionable recommendations for customers. You work end to end with these customers, from research design to report creation, through to presentation and share out of results. Partner selling is a critical responsibility. You work with sales to align the customer’s goals with the capabilities of the product or service, ensuring mutual success. You partner with sales to scope the right methodologies and align Highlight solutions with customer needs.
Driving customer satisfaction: Building strong relationships with customers is essential - and you are the primary contact for all projects your customers run with Highlight and are responsible for their ongoing success using our platform. You are seen as a product testing expert, with deep expertise in use cases across the NPD lifecycle - and are autonomous in driving toward high csat and delivering proof of value. You are autonomous in understanding the customer’s needs, goals, and challenges and translating that to project success. You can advise other CEMs on best practices to drive CSAT and mitigate risks/challenges. About You:5+ years 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.Strong research design experience and experience implementing custom solutions across qual and quant for enterprise customers, that have led to measurable account growth.Experience in statistical analysis software such as SPSS, R, or Python, with a strong understanding of statistical concepts and techniques.Experience with TURF analysis, Crosstabs analysis, MaxDiff analysis, and understanding of various ways to address statistical testing, forecasting, and benchmarking needs.Demonstrated ability to program survey questionnaires using software like Alchemer.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.Benefits:Health insurance (medical, dental, vision) with 100% premiums coveredUnlimited PTOFlexible, remote WFH cultureAccess to the iconic Hearst Tower & its facilities in NYC (should you be in person)Starting salary for this position is ~$90,000 - $110,000You do not need to match every listed expectation to apply for this position. At Highlight, we know that diverse perspectives foster the innovation we need to be successful. We are committed to building a team that comes from a wide range of backgrounds - including but not limited to - race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status. If you’re someone who can think rigorously and isn’t afraid to challenge assumptions, join us.
We've built a world-class team with decades of experience in the space. We’ve encountered the problems we’re trying to solve first hand and care deeply about making better products. We’ve been fortunate to raise a seed round from First Round Capital as well as experienced angels and insiders to help us further our mission. We’re also a passionate, capable, and empathetic team who live by our Humans First value. We have fun, we care about one another, and we’re all in on tacos.
