Director, Customer Enablement

This is a fully remote position, open to applicants in United States.

📋 Description

• Drive the success of initial projects and ensure the retention of existing customers.

• Ensure customers fully comprehend how to derive maximum value from Highlight and its research functionalities.

• Identify and mitigate friction points in the customer journey, collaborating cross-functionally to enhance the overall experience.

• Provide a high-touch customer experience characterized by timely responsiveness, dedicated customer care, and thorough follow-through.

• Supervise the delivery for strategic accounts and act as a reliable research partner.

• Counsel customers on test scoping, research methodologies, pricing, and subscription management.

• Convert customer requirements into effective research strategies within Highlight.

• Assist customers in launching and completing their first project on Highlight’s software-first platform.

• Collaborate with the Plus team to enhance self-service customer success and create scalable support systems.

• Spot opportunities to refine the product, onboarding process, and overall customer journey.

• Support Sales, Research, Product, and other customer-facing teams during go-to-market rollouts.

• Develop, test, refine, and implement processes and programs that enhance the customer journey.

• Direct research design and scoping for engagements with highly technical buyers.

• Manage aspects of discovery and scoping calls, working in conjunction with Sales during customer on-site meetings.

• Oversee the complete execution of full-service research projects from setup to analysis and reporting.

• Mentor junior researchers in survey development, analysis, and the synthesis of complex data.

• Independently conduct survey design, analysis, reporting, survey reviews, report reviews, and on-demand research as required.

⛳️ Requirements

• Over 7 years of experience in leading software-enabled research studies.

• Profound understanding of survey design, sampling, data collection, qualitative and quantitative analysis, report writing, and result presentation.

• Strong skills in research consulting and solution design.

• In-depth knowledge of product testing and various research methodologies.

• Strong commercial insight with the ability to scope and price research projects in relation to customer subscriptions.

• Exceptional customer focus and responsiveness.

• Proficient in statistical analysis software such as SPSS, R, or Python.

• Comprehensive understanding of statistical concepts, techniques, and advanced methods, including TURF analysis, Crosstabs analysis, MaxDiff, forecasting, and benchmarking.

• Excellent analytical and problem-solving abilities.

• Strong communication skills.

• Comfortable leading and contributing to go-to-market enablement efforts.

• Detail-oriented with a commitment to accuracy, quality, and timely execution.

• Ability to work both independently and collaboratively in a fast-paced environment while juggling multiple customer needs and projects.

🏝️ Benefits

• Comprehensive health insurance (medical, dental, vision) with 100% of employee premiums covered.

• Unlimited paid time off (PTO).

• A flexible, remote work-from-home culture.

• Access to the iconic Hearst Tower and its facilities in NYC, should you choose to work in person.