Diane Jennings
Chief Customer Officer & Board Member @Seertech Solutions
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WORK HISTORY
Chief Customer Officer & Board Member @Seertech Solutions
NH, US
Leading and collaborating with our global customer success teams across US, EMEA and APAC on our organization’s customer strategy and ensuring a consistent, high-quality global customer experience across all journey touchpoints pre-sales to post-sales. Key infinitives include aligning global teams on a mature, scalable practice to raise maturity, efficiencies, ensure customer value impact with our solutions. drive expansion and protect iron clad retention. The end goal is to ensure our business has a best in class, effective and scalable customer success engine to drive mutual success for our customers and business. Key Focal Areas:Customer Strategy & VisionDevelop and implement a customer experience strategy aligned with global company and investor.Customer Experience & RetentionOversee the end-to-end customer journey to ensure consistent, value driven experiences and monitor customer metrics. Lead initiatives to reduce churn and increase customer lifetime value (CLTV).Cross-Functional LeadershipCollaborate with Product, Marketing, Sales, and Product teams to align around customer needs.Ensure operational efficiency and service excellence in all customer-facing processes.Customer Advocacy & InsightsAct as the internal advocate for the customer in all strategic discussions. Leverage data and insights to inform decision-making and identify opportunities. Convert relationships into strategic advocates for long-term brand and expansion.Team Development & LeadershipBuild, lead, and mentor the entire customer success umbrella.(Implementation, Managed Services, Support & Account Management). Establish performance metrics, incentives, and accountability structures.Voice of the Customer ProgramsImplement programs to gather customer feedback (surveys, interviews, focus groups).Turn insights into action by influencing product and service improvements. Manage rescue missions and create channel lead growth for customer expansions to increase NRR and GRR.
EDUCATION
University of Central Florida
Bachelor of Business Administration & MBA
ABOUT DIANE JENNINGS
Chief Customer Officer Global leader with over 25+ years of agile maturity in workforce development and complex learning SaaS technologies. A life learner who drives continual improvement, evolution and innovation by leveraging data insights, connecting the dots between customer dynamics and business levers. This is always achieved through deep collaboration and engagement with customers and our team.My professional career has crossed vast industries in Energy (Utility, Oil, Gas, Mining), Healthcare, Security, Pharma, Auto, Manufacturing, Retail, Government, Non-Profit, Food/Beverage, Airline, Railways, Education, Technology, Talent Management, and Finance. Customer Experience and success is the same bedrock across all of them. They are truly industry agnostic. I have navigated Start-Up, Mid-Market and Enterprise sized organizations ($15m-1b+) along with acquisitions. I gained connections, perspectives and lessons from all of them.I have collaborated with SMB, Mid-Market and Enterprise customers such as Google, Amazon, SLB, American Anglo, BP, Shell, NiSource, Duke Energy, Johnson & Johnson, Ford, Boeing, GE, Red Hat, Virgin, Meta, AstraZeneca, Dunkin, T-Mobile, Emirates and Delta Airlines. Customer advocacy, customer ROI, channel growth, and revenue retention are the center of my work universe to ensure customers are ultimately delighted, growing and gaining impactful business results with our solutions. My days are passionate about engaging our customers, teams and connecting them for mutual success.
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