Open To Work
Jenna "Jay" Johnson
Flower Mound,TX
Summary
Results-driven Enterprise Customer Success and Enablement professional with over 10 years in SaaS environments. Managed engagements with tax and accounting firms, enhancing solution adoption and streamlining workflows. Leveraged AI-assisted tools and operational consulting to optimize customer outcomes and drive scalable growth.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Sales Product Specialist
Intuit
12.2025 - Current
- Designed and facilitated enablement programs for onboarding, product adoption, objection handling, and go-to-market readiness for 70+ sales representatives, enhancing their effectiveness in customer-facing SaaS solutions.
- Measured adoption and customer conversation trends across 50-100 sales representatives using Gong conversation analytics, identifying a 60% increase in platform-focused customer discussions following enablement initiatives.
- Developed scalable AI-assisted coaching frameworks leveraging Gong analytics, ChatGPT, Claude, and structured prompt systems to provide actionable insights to frontline and senior leadership, reducing manual review effort by 70% and improving operational efficiency by 50%.
- Partnered cross-functionally with product, sales, marketing, onboarding, and operational stakeholders to support customer-facing initiatives, product launches, and enablement strategy execution.
- Built AI-supported knowledge systems using NotebookLM to enhance seller access to rapidly evolving product and workflow information, improving consistency and operational readiness across teams.
- Presented adoption insights, operational recommendations, and coaching trends to leadership teams up to the M3 management level.
Customer Success Manager
Intuit
09.2020 - 12.2024
- Conducted recurring strategic engagements with approximately 50 large and major accounting firms, supporting onboarding, workflow optimization, integrated solution adoption, and long-term customer success outcomes.
- Managed onboarding, adoption, and customer success engagements for approximately 300 accounting firms annually across integrated SaaS accounting and tax platforms.
- Facilitated first-year customer renewals and identified integrated product adoption opportunities through consultations on workflow efficiency improvements and connected platform solutions.
- Cultivated trusted relationships with firm owners, accountants, tax preparers, and operational stakeholders by translating complex workflows and platform capabilities into actionable business outcomes.
- Coordinated escalations and issue resolution by gathering technical requirements, partnering with specialized support teams, and managing communication to ensure successful follow-through with customers.
- Served as a subject matter expert for ProConnect Tax Online, acting as a primary operational resource for sellers, onboarders, and customer-facing teams while partnering with development teams to communicate customer feedback and improve product experience.
- Helped launch Intuit's Major Firms customer segment by supporting operational process development and helping scale a specialized team dedicated to enterprise-level accounting firms.
Sales Enablement Specialist (Stretch Role)
Intuit
03.2023 - 08.2023
- Delivered onboarding and readiness initiatives for new sales hires, facilitating coaching reinforcement that improved customer engagement readiness.
- Developed training materials for team members on new software tools, streamlining adoption and improving process understanding.
- Collaborated with cross-functional teams to refine product features and usability based on user insights.
- Analyzed customer feedback to identify trends and inform product development strategies.
Customer Service and Support | Seasonal Coach
Intuit
11.2014 - 09.2020
- Held customer-facing support and operational roles centered on enhancing customer success through workflow troubleshooting, onboarding support, and effective escalation management.
- Mentored and coached 20-50 new hires over three tax seasons, strengthening product knowledge and customer communication skills while instilling operational best practices.
- Developed training programs for team members and new hires.
- Facilitated performance feedback sessions to enhance employee development.
- Implemented coaching techniques to improve team engagement and collaboration.
Education
High School Diploma -
Ursuline Academy of Dallas
Dallas, TX05-2006
Skills
- Customer Success Management
- SaaS Adoption
- Sales Enablement
- Customer Retention
- Renewal Support
- Strategic Account Engagement
- Escalation management
- Workflow Consulting
- AI workflows
- Conversation analytics
- Stakeholder Management
- Executive Communication
Certification
- PVC Sales Methodology
- Train the Trainer (T3) Certified
- Kirkpatrick Model (Training Evaluation)
- ERG Leadership
- Intuit Sales & Product Certifications
- Intuit Onboarding & Enablement Programs
References
Available upon request.
Erg Leadership
- Plano Site Chair for Guardians ERG at Intuit 2025-2026. Lead engagement strategy, programming, and community-building initiatives supporting parents and caregivers at the Plano site., Produced the site's first virtual Fireside Chat watch party, increasing participation and visibility for ERG programming across distributed teams. Applied facilitation, storytelling, and leadership development skills to strengthen employee engagement and inclusive workplace culture.
- Plano Site Chair for Valor at Intuit 2017-2025, Led programming, member engagement, and community initiatives for Intuit's veteran and military-affiliated employee network at the Plano site for eight years., Coordinated events and support initiatives that strengthened employee connection, inclusion, and organizational engagement leveraging my prior service to advocate for veteran employees.
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteHybridSalary Range
$1/yr - $130000/yrTimeline
Sales Product Specialist
Intuit
12.2025 - Current
Sales Enablement Specialist (Stretch Role)
Intuit
03.2023 - 08.2023
Customer Success Manager
Intuit
09.2020 - 12.2024
Customer Service and Support | Seasonal Coach
Intuit
11.2014 - 09.2020
High School Diploma -
Ursuline Academy of Dallas