Jennifer Harrison
About Jennifer Harrison
Jennifer Harrison is the Director of Customer Success at Barracuda in Ottawa, Ontario, Canada, with a background in customer success management and account management roles at various technology companies.
Current Position at Barracuda
Jennifer Harrison currently works as the Director of Customer Success at Barracuda in Ottawa, Ontario, Canada. In this role, she leads efforts to enhance customer satisfaction and retention, focusing on building engagement methods with internal business units to foster collaboration and improve outcomes for customers.
Previous Roles at Barracuda MSP
Before her current position, Jennifer Harrison served as Sr. Partner Success Manager at Barracuda MSP from 2019 to 2021 in Ottawa. During her tenure, she also briefly held the role of Key Partner Account Manager in 2019. In these roles, she focused on partner relationships and expanded the company's customer success initiatives.
Experience at Avast and AVG Technologies
Jennifer held several significant roles at Avast and AVG Technologies, which merged during her time there. She was a Key Partner Account Manager at Avast from 2017 to 2019 in Ottawa. Before that, she worked at AVG Technologies as Senior Account Manager for Strategic Accounts from 2016 to 2017 and as a Channel Account Manager from 2015 to 2016. These positions involved managing crucial account relationships and contributing to sales strategies.
Educational Background
Jennifer Harrison studied at Algonquin College of Applied Arts and Technology, where she earned a Diploma in Child and Youth Work between 2004 and 2007. This foundational education helped her develop key skills that she would later apply in customer-facing roles throughout her career.
Key Initiatives and Implementations
Throughout her career, Jennifer has led several key initiatives. She implemented a CSM ticketing system in Salesforce to improve customer support processes. She also developed comprehensive Customer Success Playbooks to standardize best practices globally and created an onboarding plan for customer success managers. Additionally, she designed and implemented Gainsight to enhance customer success metrics and analytics.