T

Tiffany McGraw

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Texas, United States

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work
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  • P
    Program Manager, Customer Success Lead
    Pallet, Transportation
    Jun 2024 - Current (2 years 2 months)
    • Worked with Co-Founder to define Customer Success, Solutions Design, and Integrations Program Management roles from 0-1, hired and managed 2 post-sales Account/Training Managers, and 1 Solutions Consultant. • Defined and implemented Onboarding User Acceptance testing plans with self-serve how-to articles and videos – reducing onboarding/configuration failures by 70%. • Successfully onboarded $1m ARR in new segment business in the first 6 months. • Created and managed Integrations Lifecycle Program Management function (EDI, API, AI workers) including strategic integrations project management, acceptance testing plans, exception resolution processes, and scalable relationship development plans. • Leveraged skills in inventory manage
  • Shipium
    Operations Program Manager
    Shipium
    Jul 2022 - Mar 2024 (1 year 9 months)
    - Stood up Business Intelligence framework program from ETL, Data Lake (AWS S3), Data Warehouse (RedShift), Reporting Database (RedShift), internal Executive dashboarding (Domo), and external customer dashboarding via Domo Everywhere. - Onboarded and implemented over 20 carrier partner API integrations. - Oversaw carrier business development partner activities, including QBR, MBR, and contract negotiations. - Developed and managed Insights professional services program for retailers with >$10m in transportation spend, focusing on providing analysis of parcel carrier costs, including base and accessorial/surcharge rates against the cost savings potential of further diversifying their carrier network. - Additionally, managed the full soft
  • Shipium
    Senior Transportation Analyst
    Shipium
    Feb 2022 - Jul 2022 (6 months)
    As the first operational hire at the Technology Start Up, I played a pivotal role in supporting Sales and Customer Success by providing in-depth ROI and network optimization analysis. I created an operational function dedicated to detecting customer or carrier issues, effectively monitoring and managing operations-related tickets to ensure seamless service delivery. Additionally, I led early scoping and solution design functions for new customers, tailoring our approach to meet their unique needs. Furthermore, I developed the Insights Program, which included strategic recommendations for inventory placement based on historical shipment data provided by the customer, thereby enhancing their operational efficiency and customer satisfaction. I
  • F
    Implementation Project Manager
    Flexe, WMS and Warehousing 4PL SaaS
    Mar 2021 - Feb 2022 (1 year)
    - Led more than 20 enterprise customer implementation and onboarding projects on time and according to budget. - Managed the first Product Launch program in the company for a key Fortune 500 customer in cooperation with customer executives, internal executives, and tech leadership. - Identified and implemented a new calendar management software for the PMO and Operations teams, including onboarding 400 internal employees through introduction, training, documentation, and continued support. - Developed an internal software acquisition process that was then adopted by Security, Tech, PMO, Operations, and the executive team. - Additionally, led the software procurement process for PMO tools, such as the calendar management tool and project
  • C
    IT Solutions Expert
    CEVA
    Dec 2015 - Mar 2021 (5 years 4 months)
    Over 5 years of progressive growth starting with account support and management of retail and automotive customers, through transportation and logistics solution design, finally reporting directly in to the Global HQ in France to deliver the global TMS implementation project. Single threaded relationship owner for a $10m+ ARR apparel retail customer managing their domestic US Retail Pool and Fixtures operations Extensive experience supporting network optimization design and analysis for more than 20 enterprise customers in various verticals.
  • DHL Supply Chain
    Regional Quality Management Supervisor
    DHL Supply Chain
    Apr 2014 - Dec 2015 (1 year 9 months)
    As the Regional Quality Management Supervisor, I was responsible for overseeing quality assurance processes across multiple regions, ensuring compliance with industry standards and enhancing operational efficiency. I led initiatives to improve product quality and customer satisfaction, collaborating closely with cross-functional teams to implement best practices. Additionally, I worked extensively within the managed Transportation segment of the business, focusing on transportation planning and management, which allowed me to integrate quality management principles into logistics operations effectively. This experience not only strengthened my understanding of quality metrics but also enhanced my ability to drive improvements in transportat