Thomas Wall Email & Phone Number

Chapel Hill, Nc, Us

Spearhead global role strategy across three titled roles within Cisco Customer Success(Success Programs Manager, Portfolio Activation Specialist, Customer Success Specialist). Played a pivotal part as one of the primary decision-makers in steering the strategic direction and development of the Customer Success Console and Dashboards. These platforms empower diverse roles to seamlessly execute essential daily operations while providing invaluable insights, facilitating well-informed… Show more Spearhead global role strategy across three titled roles within Cisco Customer Success(Success Programs Manager, Portfolio Activation Specialist, Customer Success Specialist). Played a pivotal part as one of the primary decision-makers in steering the strategic direction and development of the Customer Success Console and Dashboards. These platforms empower diverse roles to seamlessly execute essential daily operations while providing invaluable insights, facilitating well-informed decisions across the Cisco Product Portfolio.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 operational insights for CSS Engagement.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. Show less

Boosted utilization compliance by 59% through custom team-based and individually-focused dashboards.Led Enterprise Networking and Data Center CSS team through customer engagements, 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… Show more Boosted utilization compliance by 59% through custom team-based and individually-focused dashboards.Led Enterprise Networking and Data Center CSS team through customer engagements, 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 U.S. Public Sector HTTS teams. Show less

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… Show more 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 Customer Success 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. Show less

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.

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.Configured and problem solved for RADIUS and… Show more 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.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. Show less

Charleston, South Carolina Area

Bachelor Of Science (Bs), Information And Computer Technology

Master'S Degree, Technology Systems