Tess McGraw
Sr. Solution Strategist
Long Beach,CA
Summary
Over 11 years of experience in customer success and product, a leader in building and implementing customer, sales & product programs, increasing conversion rates, and driving accelerated adoption. Product-led certified and Force Management trained.
Proven skills in increasing customer engagement and internal efficiency through successful digital content programs. Detail-oriented team player with strong organizational, analytical, and decision-making abilities. Proven ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Sr. Engagement Solutions Strategist
Armis
08.2021 - Current
- Spearheaded the development of strategic plans, ensuring alignment between short-term tactics and long-term goals with Outcome-Driven Digital Content and Data Analysis while reducing internal spending.
- Increased Guide Conversion from 9% to 30+%. Increased Webinar registration by 60%.
- Achievement of Time to Value for Leading Product Indicators by 50%. Accelerated Adoption and User Self-help, Increased by 35%.
- Managed high-impact projects from inception to completion, consistently delivering results on time and within budget constraints.
- Ownership of In-app Resource Center & strategic initiatives and design with UX.
- Measure success and improvement KIP's. Report findings to C-level and steak-holders.
- Created and managed multiple external facing videos with C-level executives for Customer, Sales, and Marketing efforts.
Customer Success Manager
Armis
09.2019 - 08.2021
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Created, Launched and developed 2 Programs to streamline efficiency and increase CSM bandwidth by 30%.
- Identified new use cases and growth opportunities by matching binary outcomes to clients' business goals, while identifying increased revenue opportunities. Achieving over 100% goals in 6 of 8 quarters.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
Sr. Enterprise Customer Success Manager
Cisco
11.2018 - 09.2019
- Managed key client relationships, leading to increased account retention, growth, and ensure customer success and value.
- Improved churn rates by effectively managing at-risk accounts through proactive communication and targeted interventions. Achieved 0% Customer loss in 4 quarters.
- Identified opportunities for process improvements within the organization leading to more efficient workflows.
- Monitored metrics and developed actionable insights to improve efficiency and performance implementing action plans accordingly.
Customer Operations Manager
Cisco
08.2017 - 11.2018
- Train and develop for team of 30+ with retention 90% and 20% expansion goals, met 3 of 4 quarters.
- Created intranet and internal Community, reduced Rep resource search time by 25%. Created Helpdesk, reduced day-to-day issue time waste by 35%.
- Led meetings to review performance metrics, discuss upcoming initiatives or changes in procedures. Mentored team members to advance their skills and knowledge, fostering growth within the company.
- Developed 5 Programs, 10 Learning Sessions, and Simplified 20+ Process Documents. Maintain content relevance as product changes and evolves.
- Migrated Quoting system and implemented new process within 2 months.
- Built and Provided Training and development for all new hires, Continued Education for existing reps across 2 product lines. Onboarded in 2 weeks.
- Implemented Plan and strategy to merge 2 teams from 2 product lines with 2 SFDC instances. Oversaw entire operational process. Completed within 6 months.
Enterprise Renewals Account Manager - OpenDNS (Now Part of Cisco)
Cisco
04.2015 - 08.2017
- Exceeded goals quarter over quarter with over 91% retention rates plus expanding ARR.
- Achieved C.A.R.E Award for 100%+ retention and expansion through 4 consecutive quarters.
- Supported team members with training and mentorship helping achieve their professional goals.
- Improved overall customer satisfaction with effective issue resolution and prompt response to inquiries by 20%.
- Managed diverse portfolio of accounts across various industries, demonstrating adaptability and industry knowledge in East and EMEA territories in their entirety hitting 101% ARR.
- Streamlined renewal processes for increased efficiency, resulting in reduced time spent on administrative tasks by 25%
Technical Service Associate
Burns & Wilcox
07.2014 - 04.2015
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Quoting and rating risks process improvement. Reduced time to quote and approval by 40%.
- Became expert in 20+ carriers guidelines, shortened response rate and increasing sales by 15%.
- Earned Property/casualty agent-broker license.
- Increased customer/agent satisfaction by resolving complex issues and providing exceptional service at all times.
Assistant Merchandise Manager
DSW Designer Shoe Warehouse
09.2012 - 07.2014
- Managed 20+ employees and provided training and feedback sessions, skill development and led team meetings.
- Fielding Customer issues or needs. Reduced Issues by 20%. Increased customer compliments by 10%.
- Recognizing and Placing products, restocking, and merchandising. Increased efficiency by 25%.
- Day to day Operations & Customer service. Increased Associate efficiency by 15%. Driving sales and meeting KPI's. Increased by 10%.
- Store maintenance management. Regional recognition for cleanliness.
Education
Associate's Degree - Communications
Berkeley City College
Berkeley, CA 01.2008 - 05.2011
Communications
Santa Barbara City College
Santa Barbara, CA 01.2007 - 05.2008
Skills
Reporting , Analysis & KPI Tracking
Certification
Certified Personal Fitness Trainer - Health Fitness Instructor (CPFT-), International Sports Sciences Association, 1147789
Timeline
Sr. Engagement Solutions Strategist
Armis
08.2021 - Current
Customer Success Manager
Armis
09.2019 - 08.2021
Sr. Enterprise Customer Success Manager
Cisco
11.2018 - 09.2019
Customer Operations Manager
Cisco
08.2017 - 11.2018
Enterprise Renewals Account Manager - OpenDNS (Now Part of Cisco)
Cisco
04.2015 - 08.2017
Technical Service Associate
Burns & Wilcox
07.2014 - 04.2015
Assistant Merchandise Manager
DSW Designer Shoe Warehouse
09.2012 - 07.2014
Associate's Degree - Communications
Berkeley City College
01.2008 - 05.2011
Communications
Santa Barbara City College
01.2007 - 05.2008
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