Research Manager

Accountabilities

• • Manage ongoing client relationships and ensure research programs remain relevant to evolving technology markets and customer needs.
  • Lead and develop a continuous research program, collaborating with clients to define priorities, deliver insights, and achieve annual value and revenue targets.
  • Serve as a subject-matter expert across AI-enabled sales, customer service, contact center, Voice of Customer, and broader Customer Experience technologies.
  • Own and maintain a 12-month rolling research agenda covering market trends, vendor developments, competitive intelligence, buyer behavior, and emerging AI applications.
  • Produce market research and strategic insights that help technology suppliers and buyers evaluate investments, competitive positioning, and market opportunities.
  • Analyze vendor offerings and competitive landscapes to develop market perspectives, sizing assessments, and actionable strategic guidance.
  • Drive business development activities by engaging new technology vendors, expanding research coverage, strengthening market visibility, and growing the addressable market.
  • Support technology suppliers and buyers through client inquiries, providing informed guidance and relevant research-based perspectives.
  • Build and maintain trusted relationships with senior executives and technology stakeholders through effective communication and strategic discussions.
  • Collaborate closely with internal product, research, data, and delivery teams to develop and deliver high-quality research programs.
  • Contribute to thought leadership and help establish credible perspectives on AI adoption across customer-facing business functions.
  • Attend vendor events, trade shows, and client engagements to gather market intelligence, strengthen relationships, and represent the research program.

  Requirements

  • Bachelor’s degree in Voice of Customer, Customer Feedback, Customer Experience, Contact Center, Innovation, Strategy, or a related field; equivalent professional experience may also be considered.
  • 5+ years of professional experience in Customer Experience, Voice of Customer, Contact Center, Customer Service, or a comparable leadership or research-oriented role.
  • Demonstrated experience managing clients, leading projects through delivery, and contributing to revenue or business development objectives.
  • Deep understanding of contact center, customer service, Voice of Customer, CX technologies, and the associated competitive landscape.
  • Strong interest in AI and its application to customer-facing functions, including sales, service, contact centers, and customer engagement.
  • Strong analytical and research capabilities, with the ability to translate complex market information into clear, actionable strategic insights.
  • Excellent verbal, written, communication, and presentation skills, with the ability to lead meaningful discussions and communicate strategic messages effectively.
  • Confidence engaging senior-level executives and the ability to remain composed and adaptable in client-facing environments.
  • Strong relationship-building, stakeholder management, and collaboration skills.
  • Ability to balance research quality, client priorities, commercial objectives, and evolving market demands.
  • Willingness and ability to travel approximately 25% for vendor events, trade shows, and client engagements.

  Benefits

  • Expected total annual compensation of $90,900–$120,000, depending on location and experience, including base salary and variable compensation.
  • 15 vacation days, prorated based on start date.
  • 12 company-paid holidays.
  • 6 paid sick days, prorated based on start date and subject to state requirements.
  • 2 floating holidays, prorated based on start date.
  • 1 paid volunteer day.
  • Medical, dental, and vision coverage.
  • 401(k) with company matching of 3% on the first 6% of employee contributions.
  • Company-paid short-term disability.
  • Company-paid life insurance.
  • Company-paid parental leave.
  • Remote work opportunity, subject to employment eligibility and supported U.S. locations.
  • Opportunity to influence industry perspectives on AI, CX, customer service, and contact center technologies.
  • Exposure to senior technology executives, global vendors, and technology buyers.
  • Opportunity to build thought leadership and establish research-backed perspectives in an emerging market.
  • Collaborative environment with opportunities for professional growth and long-term career development.