Amy Steele

Vice President of Customer Experience, Transend Auto Tech @NexaMotion Group

Cleveland, OH, US

As Vice President of Customer Experience at NexaMotion Group, I lead support, onboarding, and customer advocacy for Transend, our eCommerce platform serving the automotive aftermarket. My role bridges people, process, and technology, building scalable systems without losing sight of the human experience.Soon after joining, I reimagined the customer journey by launching our support and onboarding functions from the ground up. This included restructuring sales support roles into specialized onboarding and support teams, aligning responsibilities to individual strengths, and designing a scalable engagement model. I also partnered with our CRM admin to architect our HubSpot instance, building ticketing, live chat, and onboarding workflows that dramatically improved customer interactions.To promote self-service, I created an external Resource Center using Pendo and HubSpot. I also launched our Transend User Panel Group, a feedback loop of engaged customers representing key verticals. This group helps guide product development and increases adoption from day one. Outside of that, I use tools like Fullstory to monitor user engagement and friction points.I implemented a transparent public-facing outage notification process and structured internal escalations for high-priority issues. I’ve also mentored multiple team members into more strategic and technical roles, expanding their scope and confidence beyond what they thought possible.My goal remains constant: to elevate the customer experience at every touchpoint and build a foundation that empowers both our users and the teams that support them.

University of Phoenix

Bachelor of Science (B.S.), Information Technology - Concentration in Multimedia and Visual Communication

Asnuntuck Community College

Associate of Science (A.S.), Computer and Information Systems