Debbie Flax
- Role
- Regional Manager of Customer Success - Americas at iManage
- Location
- Tempe, AZ, US
- LinkedIn followers
- 500 followers
About Debbie Flax
My career spans across many industries in both client-facing and operational roles…
Experience
Regional Manager of Customer Success - Americas
Dec 2021 — Present
Lead Americas CS team, whose regional portfolio comprises of 2/3 total world-wide cloud accounts • Scale CS by developing and mentoring the execution of tech touch strategies, including automating proactive customer touchpoints based on lifecycle stage and customer health indicators, and developing a CS pool model to support high-volume customer relationships • Represent Customer Success in strategic planning of company objectives and key results (OKRs) and action supporting activities • Create and monitor KPIs with other members of CS Leadership to increase customer adoption of cloud services and internal adoption of CS technology tools • Collaborate cross-functionally to improve post-sale handoff processes, including standardizing when an implementation partner is required • Regularly consult with independent research firms to stay up to date on industry best practices • Assist in the continuous improvement of CS operational processes • Manage customer and partner escalations • Present in global webinars and live conferences to share best practices and strategic decisions • Facilitate team decision-making and process improvements • Act as a team sounding board for ideas and career progression • Coach new leadership talent within Americas CS team • Hire new talent and conduct team performance reviews
Education
University of Sydney
Master, International Business and Law
Rockford University
Bachelor of Science, Business Management
Skills
- Process Improvement
- Leadership
- Outsourcing
- Salesforce.com
- Crm
- Customer Service
- Product Management
- Product Development
- Business Process Improvement
- Business Development
- Vendor Management
- Team Building
- Business Analysis
- Cross-Functional Team Leadership
- Customer Satisfaction
- Program Management
- Quality Assurance
- Customer Relationship Management (Crm)
- Strategy
- Account Management
- Management
- Project Management
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