Steve Brown Email & Phone Number

Cambridge, Massachusetts, United States

As the Director of Cemetery Initiatives and Strategic Projects at Mount Auburn Cemetery, my role is multifaceted and crucial to the organization's mission and vision. Working closely with various teams including sales, customer service, horticulture, and operations, I oversee the development of both burial and non-burial memorialization opportunities, lead strategic projects ensuring they adhere to regulatory and organizational standards, drive customer service initiatives through comprehensive training programs, and foster a culture of empathy and professionalism. As a member of the management team, I contribute to strategic decision-making and support the development of meeting materials and presentations to the Board of Trustees. Overall, my role encompasses a wide range of responsibilities aimed at advancing Mount Auburn Cemetery's mission and operational effectiveness.

Manage software client accounts utilizing critical thinking to improve operational efficiencies, deliver value, and ROI. Onboard and educate new users and offer timely product support, updates, and personalized trainings. Work with key stakeholders to establish individualized roadmaps and work towards strategic business goals. Collaborate cross departmentally amplifying the voice-of-the-customer to influence user focused product enhancements.•Assume key escalation role for high-value US clientele, swiftly resolving complex issues and ensuring customer satisfaction and improving client NPS.•Forge strategic relationships through regular business reviews and operational check-ins.•Handle account renewals, upselling, and cross selling with a focus on customer need and goals.•Orchestrate seamless brand messaging across email, live chat, and in-person engagements. Enhanced customer satisfaction and increased brand loyalty through consistent and impactful communication strategies expanding engaged client base.•Industry expert advising on best practices for data migration, digital transformation, mapping and inventory management, trust and financial administration.

Digital experience designer focusing on small business, death care, and website development as well as marketing services.

Cambridge, Massachusetts, United States

Directly managed diverse and complex business operations with an emphasis on client services, intradepartmental collaboration, empathetic thinking, and creative problem solving while enhancing the customer experience.Managerial oversight of critical operations including crematory, interments, customer service, memorial installation, sales, chapel activity. • Restructured inefficient teams and departments with minimal staff turnover and improved employee satisfaction. Directly supervised 7 staff and a full-time staff of 18. Increased office staffing by 30%.• Managed client and customer relationships translating concerns into actionable solutions and managed 100% of extraordinary customer service challenges.• Public face of operational and customer service departments offering lectures, tours, workshops, and daily visitor interaction driving customer engagement.• Key stakeholder in adoption of enterprise CRM and supervised implementation with direct reports and teams. Strategic liaison between user group and software customer support specialists relaying concerns or challenges and ideating solutions. • Alone charged with understanding, interpreting, and enforcing myriad of laws, rules, and regulations governing cemetery business with significant legal and financial consequences.

Cambridge, Massachusetts, United States

Managed care of historically significant sculpture and structures while designing sympathetic solutions within industry best practices.• Recruited and mentored 9 interns and 4 junior staff with self-prepared training guides and work briefs.• Reduced fragmented records management tools from 4 to 1 by creating an Access database to document and access work performed.• Initiated beta testing of materials and methods with year over year documentation improving longevity and impact of repairs or interventions.• As Safety Director, conducted audits, all staff and team training, completed accident reporting, worked directly with supervisors, executive leadership, and human resources to achieve 100% reduction in workplace accidents.

Cambridge, Massachusetts, United States

Perform care and plan for preservation of historic structures, statuary, monuments, buildings, etc.

Historic Preservation

Associate'S Degree