Biography

Thomas Wall is a seasoned leader in the technology sector with over a decade of experience driving business transformation, customer success, and employee empowerment. He holds a Master’s in Technology Systems and a Bachelor’s in Information Technology from East Carolina University, combining technical expertise with strong business acumen to enhance organizational efficiency and profitability.

At Cisco Systems, Thomas has excelled in leadership roles, notably as the Director of Strategy and Planning, where he led global initiatives that optimized customer interactions and de-risked significant revenue streams. His work in role evolution and job leveling has streamlined operations for hundreds of contributors, fostering a culture of continuous improvement.

Previously, as a Leader in Customer Success, Thomas played a pivotal role in enhancing compliance rates and spearheading high-value adoption initiatives across accounts, which impacted over $50 million in annual contract value. His emphasis on employee development led to the formation of high-performance teams that consistently deliver value to both customers and stakeholders.

Thomas is passionate about fostering collaboration and believes that true leadership lies in empowering others to succeed. He remains actively involved in professional communities, where he continues to inspire, support, and contribute to the growth and development of his peers.

Personal info

Thomas Wall

From exploring bustling city streets to savoring exotic cuisines, my passion for travel has been a transformative journey that has broadened my horizons and deepened my understanding of the world. Immersing myself in diverse cultures has not only reshaped my worldview but also enriched my sense of self, highlighting the interconnectedness of our global community.

Whether it’s cruising on my motorcycle through scenic landscapes or wakeboarding across shimmering waters, I thrive on outdoor adventures that invigorate both body and spirit. Sports like bowling and curling also capture my enthusiasm, offering a perfect balance of challenge and enjoyment. At the core of my experiences and passions are the unwavering support and cherished connections with my family and friends, who provide the foundation and inspiration for all my endeavors.

L i f e l o n g L e a r n e r

Work Experience

Jul 2022 Current Director, Strategy and Planning Cisco Systems Inc

Develop and implement strategic plans to achieve organizational goals and objectives. Conduct thorough analysis of market trends and industry developments. Collaborate with senior management to define long-term vision and direction for the Organization. Lead strategic planning process,including setting priorities, establishing timelines, and allocating resources. Foster culture of innovation and continuous improvement within the organization.
  • Spearhead global role strategy across three titled roles within Cisco Customer Success(Success Programs Manager, Portfolio Activation Specialist, Customer Success Specialist). Responsible for Role Evolution, Job Leveling, Blueprint, Metrics, Enablement, and Tooling for 743 Individual Contributors globally, ensuring smooth business operations.
  • Played a pivotal part as one of the primary decision-makers in steering the strategic direction and development of the Customer Success Console and Landing pages. These platforms empower diverse roles to seamlessly execute essential daily operations while providing invaluable insights, facilitating well-informed decisions across the Cisco Product Portfolio.
  • Oversaw a high-impact initiative within my team focused on De-Risking Customer Renewals, leading to successful Launch of 4,515 action plans with an 81% completion rate. The initiative contributed to de-risking 229M in Recurring Revenue while Capturing 14M in Closed-Won renewals.
  • Led oversight of a strategic initiative aimed at Software and Services Growth via Lead Generation with current projection through FY24, indicating an estimated 43M in anticipated opportunities.
  • Governed comprehensive legal review of hands-on activities, establishing robust new routes to market in close conjunction with legal and data privacy teams across organization.
  • Steered implementation of effective engagement segmentation rules in association with global CS leaders, utilizing data modeling tools and expanding Intelligent Case Routing (ICR) capabilities to optimize customer interactions.
  • Partnered with Operations Organization to launch production of Velocity and DeRisk dashboards, along with gathering valuable data insights for CSS customer alignment.
  • Deployed advanced utilization reporting mechanisms and enhanced data analytics tools, resulting in deeper insights and more streamlined methods for accurate recording and calculation of key metrics.
  • Conjoined engineers, leaders, and advisors to define clear role parameters and proposed innovative segmentation models, thus significantly enhancing operational efficiency, clarifying role responsibilities, and supporting career planning initiatives.

Apr 2021 Jul 2022 Leader, Customer Success Cisco Systems Inc

    Governed hands-on initiatives targeting high-touch customers for Intersight, ThousandEyes, and DNA Center. Collaborated with sales leadership to enhance awareness of adoption motions, resulting in deployment of a lead-generation process. Carried out analysis on stalled U.S. Public Sector accounts lacking adoption barriers and established stakeholder accountability process to address gaps. Improved customer lifecycle data accuracy through regular telemetry reviews.
  • Boosted utilization compliance by 59% through custom team-based and individually-focused dashboards.
  • Led Enterprise Networking and Data Center teams, impacting $50M+ in program AOV across $535M total AOV accounts.
  • Partnered with global CSS leaders to overhaul role clarity and grade leveling guidelines for customer success specialists.
  • Prioritized CSS engagements by creating custom reports, revealing opportunities to advance customers through lifecycle.
  • Reduced renewal risks in public sector verticals through quarterly cooperation with CS, sales, and renewal leaders.
  • Successfully integrated TAC to CSS lead generation pilot into public sector HTTS teams.

Jan 2019 Apr 2021 Customer Success Specialist Cisco Systems Inc

    Successfully identified and addressed customer adoption barriers through targeted accelerator sessions, facilitating progression through the customer lifecycle. Developed customized accelerators to bridge content gaps and transition customers smoothly from purchase/onboarding to implementation stages.
  • Facilitated over 200 adoption activities, representing cumulative CX ARR of over $800M.
  • Conducted live ask-the-expert sessions nationwide, introducing customers to DNA Center and showcasing automation, telemetry, and security features. Orchestrated alignment of product experts for delivering internal ask-the-expert sessions.
  • Revamped telemetry collection and analysis processes to enhance alignment with customer lifecycle progression, resulting in surpassing USE+ targets for four consecutive quarters.
  • Conjoined success program managers and CS executives to educate organizational entities on customer success motion and value proposition.
  • Leveraged telemetry and TAC data modeling to provide insights on critical high-profile renewals.
  • Managed CSS engagement request queue, ensuring proper alignment of resources with incoming requests.
  • Improved CSS console functionality in conjunction with CX platform team and conducted training sessions for new hire CSS groups.
  • Recognized with FY20 sales champion award for significant contributions to CX organization.

Feb 2017 Jan 2019 Network Consulting Engineer Cisco Systems Inc

    Translated customer technical and business requirements into functional network security solutions using validated Cisco designs and best practices. Designed, implemented, and maintained Identity Services Engine (ISE) deployments across the U.S. Veteran Affairs infrastructure. Developed training curriculum for ISE and conducted lab-based training sessions for consulting engineers across the organization. Collaborated with clients to assess network infrastructure needs and recommend appropriate solutions. Offered technical expertise and guidance to clients on Cisco networking technologies and solutions. Stayed current with industry trends, emerging technologies, and Cisco product updates.
  • Partnered with cross-functional teams – sales, engineering, and support to ensure successful deployment of network solutions.
  • Acted as trusted advisor to clients, building strong relationships and providing ongoing support and consultation.
  • Involved in pre-sales activities – technical presentations, solution demonstrations, and proposal development to assist business development.

July 2012 Feb 2017 Customer Support Engineer (TAC) Cisco Systems Inc

    Collaborated with business units to replicate and analyze new product defects, aiming to enhance customer experience while strengthening product security and usability. Built strong customer relationships through effective communication, offering guidance to alleviate customer stress during issue resolution. Documented troubleshooting steps, resolutions, and best practices to contribute to knowledge base and facilitate future issue resolution.
  • Offered dedicated support for Identity Services Engine, specializing in areas such as RADIUS, TACACS, guest, profiling, and posturing.
  • Transformed and managed ISE YouTube channel, significantly increasing visibility and engagement. Content contributions resulted in 23K+ views and 1600 hours of watched content.
  • Led creation and dissemination of technical content for internal and external audiences through platforms like TechZone.
  • Set up and troubleshot Bring Your Own Device (BYOD) flows, including central web authentication, client provisioning, posturing, and device registration, using Identity Services Engine (ISE).
  • Configured and problem solved for RADIUS and TACACS protocols on Cisco IOS devices to guarantee secure network access.
  • Took ownership of various AAA (authentication, authorization, and accounting) cases, cooperating with teams to identify and integrate solutions, thereby enhancing overall product quality.

Aug 2010 Jul 2012 Information Security Analyst Honeywell Technology Solutions

Early Career
  • Assessed risks in information systems, network devices, and programs against DoD standards, NIST standards, and best practices for security vulnerabilities
  • Coordinated and acted as lead tester on multiple System Test and Evaluation (ST&E) events for review cycles as well as Independent Verification and Validation (IV&V) events
  • Established and maintained rapport working directly with government clients and contractors to ensure clear communications on all progress, delays, and possible risk mitigation strategies
  • Researched system requirements, architecture, and design plans to provide guidance to system administrators, developers, database administrators and managers on security risks and counter measures
  • Organized and presented training sessions on proprietary software and processes

Education

Aug 2007 May 2010 B.S. Information and Computer Technology East Carolina University

  • Completed a BS in Information and Computer Technology with a focus on security. Gained expertise through targeted coursework and earned key certifications, including CCNA, RHCSA, VCP, and MCTS for Microsoft Server, solidifying a strong foundation in network administration, system security, and server management.

Aug 2010 May 2012 M.S. Technology Systems East Carolina University

  • Completed an MS in Technology Systems, gaining in-depth knowledge in systems integration, IT project management, and advanced technology solutions. Engaged in hands-on projects and research, which enhanced my skills in problem-solving and innovative thinking within the IT landscape.

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