Summary
Work History
Education
Work Availability
Skills
Interests
Accomplishments
Software
Timeline
Hi, I’m

Jennifer Burgess

Jennifer Burgess

Summary

Dynamic Partner Enablement Manager with a proven track record in driving partner success and optimizing sales & post sales management. Expert in designing and executing scalable enablement programs that enhance partner knowledge, streamline onboarding, and drive product adoption through data-driven insights and cross-functional collaboration. Skilled in building strong relationships with stakeholders, creating impactful training materials, and driving measurable business outcomes. A strategic leader with a focus on operational excellence, cost reduction, and delivering exceptional customer experiences, resulting in reduced churn and significant revenue growth.

Work History

Google

Partner Enablement Manager, ChromeOS
06.2021 - Current

Job overview

  • Spearheaded creation and execution of comprehensive partner enablement strategy, including development of scalable onboarding processes, training materials, and certifications.
  • Ensured smooth partner onboarding and rapid ramp-up time, leading to improved partner capabilities and alignment with Google's long-term post sales churn reduction goals.
  • Built and launched scalable, evergreen support training content repository, enhancing Google-led training initiatives for OEM Chromebook Support and Repair centers.
  • Facilitated rapid adoption of new materials, driving significant improvements in partner serviceability and customer experience outcomes.
  • Partner with internal teams across product, engineering, marketing, and support to create high-quality enablement resources, including playbooks, training guides, and workshops. Successfully integrated new Serviceability tools to streamline OEM support and repair processes, resulting in increased efficiency.
  • Deliver regular training sessions and workshops to OEM support teams, equipping them with necessary tools, product knowledge, and support techniques to drive exceptional customer outcomes. With focus on improving partner service delivery, knowledge transfer, and process management.
  • Established key performance indicators (KPIs) to monitor success of partner enablement programs, such as 15% uplift in partner knowledge rates and 5% reduction in call resolution time within first six months. Consistently reporting these metrics to senior leadership, showcasing program's success and identifying areas for continuous improvement.
  • Conducted Post-Sales Customer Journey analysis, identifying critical gaps in issue resolution and delivering actionable insights to OEM partners and cross-functional teams. Implemented strategies that aided in reducing churn, enhanced client issue management processes, and increased customer satisfaction scores by 9%.
  • Led cost-saving 'Support Optimization' initiative with two priority OEM partners, decreasing spending at third-party call centers by streamlining workflows. Piloted and scaled new workflow that resulted in 30% decrease in call resolution time and further boosted partner CSAT scores.
  • Collect real-time feedback from partners, integrating insights from surveys and focus groups, and incorporated these into continuous improvement efforts.
  • Enhanced partner engagement and refined enablement strategies to better meet partner needs and align with company-wide goals.
  • Manage ChromeOS monthly billing operations for OEM license fees, ensuring accuracy, compliance, and alignment with Google’s financial objectives. Supporting seamless financial operations across partner programs and maintained operational rhythm of business.

Splashtop

Senior Customer Success Manager
11.2018 - 06.2022

Job overview

  • Fostered strong, collaborative relationships with external stakeholders, translating their feedback into actionable insights that shaped product adoption and drove customer usage, contributing to sustained product growth.
  • Led onboarding and secure implementation of new customers, aligning processes with compliance standards to support secure product usage, enhancing overall customer satisfaction.
  • Operated as key liaison between Product and Engineering teams, contributing product expertise to influence roadmap. This collaboration led to successful implementation of four key product enhancements in one year, improving overall user experience.
  • Spearheaded initiative to achieve SOC2 compliance by leveraging critical client insights, which aligned company processes with industry-leading privacy and security protocols. This strategic move enhanced customer trust, mitigated risks, and positioned company for expanded market share by demonstrating strong commitment to data protection.
  • Established and scaled company’s first Customer Success team, developing global processes, procedures, and playbooks that drove efficiency and elevated customer satisfaction.
  • Demonstrated strong project management skills by overseeing multiple projects simultaneously, delivering impactful presentations, and facilitating seamless communication between cross-functional teams.
  • Managed CRM systems and built accurate sales pipelines, which improved forecasting, streamlined operations, and bolstered sales efficiency.
  • Led successful vendor transition for chat system, which streamlined sales processes and increased sales by 20% in first quarter. Aligned this initiative with broader company goals, reinforcing operational performance and contributing to revenue growth.

Tesla

Inside Sales Advisor
09.2017 - 11.2018

Job overview

  • Owned end-to-end customer communications, collaborating with marketing to design and execute targeted campaigns that increased demand by 32% during lead generation. Maintained robust sales pipeline and consistently exceeded personal sales targets of 15 weekly sales

AFL

Senior Inside Sales Representative
11.2016 - 06.2017

Job overview

  • Developed and maintained high-performing sales pipeline, prepared competitive price quotes and project bids, and managed post-sales activities for 90 regional accounts.
  • Ensured seamless transitions from sales to post-sales, driving customer satisfaction and fostering long-term client relationships.
  • Designed and implemented process improvement strategies, creating comprehensive team playbook that enhanced efficiency across Inside Sales team.
  • Drove operational excellence by standardizing best practices, leading to improved team performance and streamlined sales workflows.

Sealed Air

Account Manager, Team Lead
06.2011 - 11.2016

Job overview

  • Managed post-sales activities for over 200 regional accounts, driving continuous improvement initiatives that enhanced operational efficiency.
  • Led training and onboarding of new employees during HQ relocation, ensuring seamless integration and sustained team performance during period of significant change.

Education

University of South Carolina Upstate
South Carolina

Bachelor of Arts from Communications

University Overview

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Skills

  • Partner Enablement & Training Development
  • Onboarding & Certification Program Design
  • Strategic Planning & Execution for Partner Growth
  • Cross-Functional Collaboration & Stakeholder Management
  • Data-Driven Decision Making & KPI Tracking
  • Project Management & Execution at Scale
  • Sales Enablement & Partner Success Strategies
  • Process Improvement & Optimization
  • Creation of Enablement Materials (Playbooks, Webinars, Training Guides)
  • Strong Communication, Presentation & Facilitation Skills

Interests

Training & Development

User Experience

Partner Success

Privacy, Safety & Security

Accomplishments

Accomplishments
  • Reduced ramp time for new sales and support hires by 15% through strategic onboarding improvements.
  • Achieved 90+% CSAT scores across partner organizations by implementing robust enablement programs.
  • Led post-sales optimization that reduced customer churn by 9% within the first six months.
  • Spearheaded a 20% sales increase through process improvements and vendor transitions.

Software

Salesforce

SAP

Google

Microsoft

Timeline

Partner Enablement Manager, ChromeOS
Google
06.2021 - Current
Senior Customer Success Manager
Splashtop
11.2018 - 06.2022
Inside Sales Advisor
Tesla
09.2017 - 11.2018
Senior Inside Sales Representative
AFL
11.2016 - 06.2017
Account Manager, Team Lead
Sealed Air
06.2011 - 11.2016
University of South Carolina Upstate
Bachelor of Arts from Communications

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Jennifer Burgess