Onboarding & Ongoing Partnership at Highlight

1. Welcome Email & Account Setup

Once your partnership begins, you’ll be assigned a Customer Enablement Partner who stays with you throughout your partnership with Highlight to consult on best practices and ensure we're on track to achieve your business goals. Your rep will send a welcome email that includes:

• Your platform login information
• Getting started resources
• An invitation to schedule your Partnership Kickoff + Platform Demo

This email is your starting point for accessing the platform and preparing for your first test!

2. Partnership Kickoff & Platform Demo

Next, we’ll schedule a 1-hour Partnership Kickoff + Demo with your team.

During this session we will:

• Introduce the Highlight team and key stakeholders
• Review your contract and partnership scope
• Align on success criteria and goals
• Discuss partnership milestones
• Walk through the operating framework and support model
• Provide a live demo of the Highlight platform

This session ensures everyone understands how we’ll work together and how you’ll use the platform to achieve your goals!

3. Setting Up Your First Project

After the kickoff, your team will create and submit your first project in the platform, leveraging the resources we’ve provided. If you have questions during setup, our Customer Support team is available to help with:

• Platform navigation
• Study setup questions
• Feature functionality
• Troubleshooting

4. Project Review

When you submit your project, our Customer Support team will review it before it launches. This review helps ensure:

• Your study is configured correctly
• Your surveys and tasks flow smoothly for participants
• Everything is ready for successful fieldwork

If any adjustments are needed, the support team will provide guidance so you can launch confidently.

5. Pilot Debrief (If Applicable)

If your partnership begins with a pilot project, we’ll schedule a Pilot Debrief after the study is complete. This helps ensure your team can scale your use of Highlight effectively and we are aligned on go forward steps.

During this session we will:

• Review the results and success of the pilot
• Discuss learnings and opportunities
• Align on next steps for future research

What Ongoing Partnership Looks Like

Once you’re on a Highlight subscription, your collaboration with Highlight continues through regular touchpoints designed to support your goals.

Subscription customers typically engage with the Highlight team through two types of recurring meetings:

Monthly Use Case & Planning Syncs

These sessions focus on:

• Understanding your business challenges
• Planning upcoming studies
• Identifying new research opportunities
• Sharing best practices
• Helping you get the most value from the platform

Quarterly Business Reviews (“Highlights”)

Quarterly reviews are designed to:

• Review key research outcomes
• Share impact and wins
• Understand insights socialization across your org
• Discuss new capabilities
• Align on future priorities

Support Along the Way

Throughout onboarding and beyond, you’ll always have access to:

• Your Customer Enablement Partner for strategy and partnership guidance
• The Customer Support team for project and platform questions
• The Knowledge Base for step-by-step resources and best practices

Together, these resources ensure you can launch studies confidently, generate insights quickly, and get the most out of Highlight!

Still need help? Browse the Help Center.