Jennifer B.

Own and execute a bi-annual global Supplier Tech Roadshow across San Jose and Taipei, engaging 24+ suppliers annually and partnering with executive stakeholders to align on product strategy and ecosystem priorities Built and scaled the first centralized Chromebook component pricing database, improving pricing visibility and enabling faster, data-driven decision-making across Engineering, Product, and Business Development Partner cross-functionally with Product, Engineering (HW/SW), Business Development, Operations, and Legal to drive execution of supply chain and ecosystem initiatives

Led end-to-end OEM enablement strategy for Chromebook Support and Repair partners, designing and delivering scalable training programs that increased OEM Support adoption by 80% and achieved 90%+ CSAT Designed and launched an evergreen training content repository, onboarding key partners including HP, Lenovo, and Acer, and improving support agent readiness, resulting in a 15% increase in knowledge rates and 5% reduction in call resolution time within six months Conducted a comprehensive post-sales customer journey analysis, identifying critical gaps in incident resolution and delivering actionable recommendations that streamlined support experiences and reduced churn risk Built and deployed an OEM analytics dashboard, leveraging data visualization to surface customer health insights, support product quality initiatives, and inform roadmap decisions Partnered cross-functionally with Product, Engineering, and Support teams to analyze customer trends and incident data, proactively identifying risks and driving improvements in support and repair workflows Championed adoption of serviceability tools and process improvements across OEM Support and Repair teams, increasing operational efficiency and standardizing incident management practices Selected to partner with Global Supply Chain team to co-lead global Supplier Tech Roadshow initiatives, influencing supplier engagement strategy and cross-functional alignment prior to formal transition into Program Management role

Architected and scaled Splashtop’s first global Customer Success function, designing onboarding frameworks, success playbooks, and lifecycle strategies that drove a 98% retention rate and improved operational efficiency across the customer base Increased customer satisfaction by 32% and reduced churn risk by 18% through proactive success planning, executive engagement, and data-driven customer health management Drove $1.3M in revenue expansion and 38% annual contract value growth by aligning product capabilities with customer goals and identifying strategic upsell opportunities Partnered closely with Product and Engineering as a customer advocate, translating user feedback into actionable insights that influenced roadmap decisions and contributed to four product enhancements in one year Led onboarding and implementation for new enterprise customers, ensuring secure product adoption and compliance with industry standards, improving time-to-value and long-term product usage Championed company-wide SOC 2 compliance initiative, aligning internal processes with customer security expectations, strengthening enterprise trust, and reducing organizational risk Owned CRM strategy and pipeline visibility, improving forecast accuracy by 40% through structured account planning and customer health scoring methodologies Led a high-impact chat vendor transition program, streamlining sales and support workflows and driving a 20% increase in sales within the first quarter post-launch Built and maintained strong executive relationships across customer accounts, acting as a trusted advisor and aligning cross-functional teams to deliver measurable customer outcomes

Drove 32% growth in customer demand by executing targeted outreach campaigns and partnering with marketing to increase engagement and pipeline generation Managed a portfolio of ~200+ customers across the San Francisco Bay Area, delivering 96% customer satisfaction through tailored product recommendations and a consultative sales approach Increased revenue through customer expansion strategies, identifying opportunities for repeat purchases and multi-vehicle adoption within existing accounts Maintained a high-performing sales pipeline, consistently meeting and exceeding sales targets while ensuring a seamless and customer-centric buying experience

Managed and grew a portfolio of 90 regional accounts, generating $500K in revenue through consistent deal execution and account expansion strategies Strengthened customer relationships and drove 91% retention and expansion through proactive engagement and effective post-sales transitions Improved operational efficiency by reducing quote turnaround time by 60%, streamlining internal processes and accelerating deal cycles Collaborated cross-functionally to ensure accurate order fulfillment and a seamless customer experience from sale through delivery

Managed 200+ regional accounts for the west coast Food Care division & oversaw all customer orders Addressed customer needs including complaint resolution Collaborated with various business units to ensure customers' needs were met Interviewed and trained new quality customer service representatives (7-10 people each week for training) Created first Best Practice Methods for Food Care CCC's on our User Group team Developed and implemented policies, procedures and process improvement initiatives to improve retention rates

Coordinated SC Subsidized Transitional Employment Program (STEP) for tri-county area Managed client cases transitioned from the Department of Social Services Identified and communicated job openings and recruiting assistant for local job fairs Conducted weekly orientations to assist new clients in strengthening their job searching skills Organized media events allowing my team to reach a wider range of job seekers

Communications Major, Editor of student paper