Diane Jennings
About Diane Jennings
Diane Jennings serves as the Senior Vice President of Global Customer Success at Xyleme, Inc., where she leads a global team focused on customer advocacy and satisfaction. With extensive experience across various industries and a background at IBM, she emphasizes the importance of balancing human and technology interactions in customer success strategies.
Work at Xyleme
Diane Jennings serves as the Senior Vice President of Global Customer Success at Xyleme, Inc. since 2019. In this role, she leads a global customer success team, focusing on customer advocacy, return on investment, and revenue retention. She is also a member of the Executive Leadership Team (ELT) at Xyleme. Prior to her current position, she worked as the Director of Voice of Customer from 2017 to 2019, where she defined and optimized the customer lifecycle through journey mapping and listening points. Jennings emphasizes the importance of balancing human and tech touchpoints, contributing to the concept of a 'Bionic Organization.'
Experience at IBM
Diane Jennings has extensive experience from her tenure at IBM, where she worked for 12 years from 2000 to 2012. She held the position of Manager in Professional Services QA, Customer Support & Experience. Following this role, she served as an IBM Executive Partner focused on Client Success for Watson Talent from 2012 to 2017. During her time at IBM, Jennings gained insights into customer success strategies and developed strong relationships with enterprise stakeholders.
Education and Expertise
Diane Jennings studied at the University of Central Florida, where she earned a Master of Business Administration (MBA) from 1998 to 2000. She also completed a Bachelor of Business Administration (BBA) at the same institution from 1992 to 1996. Her educational background in finance and business administration supports her extensive experience in various industries, including healthcare, technology, and finance.
Industry Experience
Diane Jennings has extensive experience across diverse industries, including healthcare, oil and gas, pharmaceuticals, automotive, manufacturing, retail, government, non-profit, energy, food and beverage, airlines, railways, education, technology, learning, talent management, and finance. This broad industry exposure has equipped her with valuable insights and lessons that inform her approach to customer success and organizational leadership.
Leadership and Customer Success Strategy
In her current role, Diane Jennings focuses on driving customer experience outcomes by managing programs aimed at increasing renewal rates and reducing churn. She monitors customer data analytics to identify trends and improve customer experiences. Jennings collaborates closely with the CEO and CFO to align on measurement, forecasting, key metrics, and business drivers, ensuring that customer success strategies are effectively integrated into the overall business objectives.