Amber Steele Email & Phone Number

Remote

I owned the entire Customer Success and Renewal Process role for Achieve3000 and McGraw Hill eLearning solutions in my assigned territory. I championed communication and collaboration with all internal Account Team members and external end-users to monitor and support key account health needs to ensure success, renewal, and expansion.- Understood customer’s vision and path for accomplishing this vision. Used communication, collaboration and data to accomplish that vision.- Maximized potential of customer relationship and anticipated needs through each step of their journey, keeping the end-user and internal teams apprised of all processes and updates as well as securing renewal business. - Acted as trusted partner for end-users with the goal of successful implementation and maximizing potential of customer relationship, resulting in consistently retaining and expanding while managing over 200 accounts concurrently. - Responded to and anticipated needs of customers and communicated internally as a consistent end-user partner with the entire account team.- Acted as internal and external key contact as point person for escalations with sales support, product support, implementation planning, rostering, data collection, renewal quotes, sales expansion, and beyond.- Sourced and organized renewal and expansion opportunities in Salesforce and Gainsight to ensure appropriate record keeping and forecasting, positively influencing introduction of new product offerings to customer base.- Renewed and expanded customer business year over year by accomplishing an 95% net retention rate and 75% gross renewal rate in both my assigned West Coast and East Coast accounts.

Red Bank, Nj

- Owned the entire renewal process for company e-learning solutions in assigned territory that covered 11 states: Washington, Oregon, California, Idaho, Montana, Nevada, Arizona, New Mexico, Wyoming, Utah, and Colorado.- Championed communication and collaboration with all internal account team members to monitor and support key account health needs to ensure success, renewal, and expansion.- Recognized as Renewal Representative of the Year, 2018, achieving the highest retention rate of 98% net.- Facilitated and led account process events through using account data from all available relevant platforms, data gathering and analysis, problem solving, project management, professional methods of presentation, and teamwork to support the end-user. - Worked closely with a cross-functional team to renew current implementations and expand usage of company products within existing customer base.- Monitored program-focused action plans at school and district levels to drive student growth, teacher and leader empowerment, and ultimately account renewal.- Evaluated process improvement, materials, and methods to match specific customer needs as outlined by account timeline and adapted them to use in execution of process improvement and management.- Maintained logically and productively accurate and essential records in programs such as Salesforce, Gainsight, and other internal databases.- Monitored and drove quality usage with account escalation indicators.

Burlington, Ma

- Drove renewal sales in geographically based territory in North America through channel partners.- Managed renewal opportunities through the entire sales cycle by leveraging and maintaining sales tools and resources.- Provided a high level of service to resellers and end-users.- Achieved quota for FY2015 at 100% and exceeded quota for FY2014 at 106% and FY2013 at 103%.- Operated as account manager and key resource through renewal sales process for midmarket customers in territory.- Maintained the company's customer base by ensuring satisfaction and displaying service-oriented attitude.- Contacted all customers in my assigned region regarding upcoming renewals to establish and build connections, facilitate discussions for subscription upgrades, and successfully obtain renewal orders. - Maintained logical, accurate, and essential records in programs such as Salesforce and other internal databases.- Served as primary contact for license-based support queue both internally and externally.- Led training initiative for new hires regarding the company's firewall licensing.

Greater Boston Area

Furthered membership sales goals through exemplary customer services, personal sales efforts, and by supporting the museum’s mobile sales associates team.- Promoted from Membership Sales Associate to Team Supervisor in January 2011 after only two months.- Co-managed the MFA membership mobile sales associates team by: organizing and overseeing shifts; completing reconciliation in the MFA’s membership database; and addressing any and all issues, whether technological or interpersonal, that occurred.- Performed administrative tasks such as compiling reports for the Member and Visitor Services (MVS) department and submitting technical reports to IT staff.

Greater Boston Area

- Supported membership sales at the MFA by: greeting visitors, knowledgeably discussing the benefits of membership, and closing membership sales.- Utilize superb interpersonal, customer service, and computer skills.

Http://Thewalters.Org/

- Created an adult tour entitled “Around the Renaissance and Baroque World in 50 minutes.” This self-guided tour was made available to Walters’ visitors.- Assisted the Adult Programs department as they prepared for upcoming Fall 2010 programs and events. Some duties included: drafting contracts; uploading event information onto online databases; tabulating and formatting event evaluation data for public view; and conducting research.- Analyzed and restructured museum archives. Composed box lists that captured information regarding the history of the Walters Art Museum’s Registrar department. These records are accessible to the museum Director, curators and the general public.

North Easton, Ma

- Preserved, classified, and cataloged deteriorating 18th to 20th century documents in the Industrial History Center.- Assisted in the restoration of artifacts and maintained a complex filing system.- Assisted in temporary exhibition execution.

London, England

- Assisted in organizing and managing events for the China Season at the museum connected to the special exhibition: First Emperor: China’s Terracotta Army.- Worked independently in creating, scheduling and arranging cultural, historical and art-related programs related to the exhibition; corresponded with various museum departments as well as artists and performers.

M.A., Art And Museum Studies, Cumulative Gpa: 3.96/4.0

B.A., First Major: Art History - Second Major: European History, Cumulative Gpa: 3.66/4.0

Activities and Societies: Academic Convocation, student speaker, 2008 Anthropology Society, member, President (2008-09) SGA Diversity.