Debbie Flax
Regional Manager of Customer Success - Americas @iManage
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WORK HISTORY
Regional Manager of Customer Success - Americas @iManage
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
ABOUT DEBBIE FLAX
My career spans across many industries in both client-facing and operational roles…
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