Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Timeline
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Nicholas Thomas

Nicholas Thomas

Sydney,Australia

Summary

Business leader specializing in growth and transformation with a strong track record of meeting sales targets and delivering business results. Expertise in implementing cost-effective programs and enhancing employee value to maintain a competitive advantage. Extensive experience in technical roles, training, sales, service delivery, and customer success management, ensuring high levels of customer satisfaction. Proven ability to drive operational efficiency and promote collaboration across departments.

Overview

22
22
years of professional experience

Work History

Senior Director Customer Outcomes

ServiceNow
Sydney, NSW
05.2023 - Current
  • Reported to APJ Customer Outcomes VP, managed team of 23+ sellers across a diverse service portfolio.
  • Guided teams on project management best practices to achieve successful outcomes.
  • Coordinated with stakeholders across departments to devise innovative problem-solving strategies.
  • Developed and implemented strategic plans to enhance organizational efficiency and profitability.
  • Collaborated with executive leadership to establish long-term objectives driving company success.
  • Established key performance indicators for tracking progress towards organizational goals.
  • Analyzed financial metrics, identifying areas needing improvement.
  • Managed multiple concurrent projects, consistently meeting deadlines.
  • Recruited top talent from diverse sources to fulfill staffing needs.

APJ Customer Success Sales Director

Citrix Systems
Sydney, Australia
01.2019 - 01.2022
  • Reported to APJ Customer Success VP, managed team of 12+ sellers across service portfolio.
  • Grew portfolio annually to $27 million, achieving 20% sales increase year on year.
  • Fostered strong relationships with customers and partners throughout APJ region.
  • Ensured accurate monthly and quarterly sales forecasts through detailed deal analysis.
  • Redesigned consulting services to align with customer lifecycle, defining clear project deliverables.
  • Collaborated globally to develop solutions, pricing strategies, and strategic portfolio direction.
  • Hosted three APJ training camps for technical resources, enhancing team capabilities.
  • Transformed relationships with top Citrix accounts into strategic partnerships by demonstrating value.

APJ Professional Services Senior Manager

Citrix Systems
Sydney, Australia
01.2015 - 01.2019
  • Surpassed sales targets by up to 300% while overseeing Education and Support portfolio.
  • Managed a team of five direct reports, delivering regular updates to APJ Customer Success Sales Director.
  • Developed and managed 32 Citrix Authorised Learning Centres alongside 65 Citrix Certified Instructors.
  • Conducted quarterly and annual business reviews to assess operational performance.
  • Engaged with internal AVP, Sales, and Partner Directors to drive channel expansion in emerging markets.
  • Collaborated with Global Education and Support team to devise comprehensive business strategy.
  • Designed curriculum and structure for five-day classroom courses across certification tiers.
  • Recruited, trained, and developed teams across India, Singapore, Japan, and China.

APJ Education Business and Enablement Senior Manager

Citrix Systems
Sydney, Australia
01.2014 - 01.2017
  • Expanded Citrix's consulting practice in ASEAN as an individual contributor.
  • Delivered full life cycle consulting projects for enterprise customers across ASEAN.
  • Trained and mentored new consultants through on-the-job training programs.
  • Grew team to five consultants within 12 months, enhancing service capacity.

Principal Consultant

Citrix Systems
Singapore, Singapore
01.2007 - 01.2009
  • Collaborated with Citrix product sellers to eliminate technical barriers in sales processes.
  • Maintained sales quota of 11 million for NSW region.
  • Consistently surpassed sales targets through detailed account planning and opportunity management.
  • Provided proof-of-concept and technical support to Citrix partners throughout sales cycles.
  • Delivered regular sales and technical updates to enhance partner skills and development.
  • Presented at Citrix roadshows and product launches across ANZ, promoting product awareness.
  • Reported directly to ANZ Pre-Sales manager as an individual contributor, ensuring alignment with objectives.

Sales Engineer

Citrix Systems
Sydney, Australia
01.2003 - 01.2007
  • Conducted research to identify customer requirements for complex sales opportunities.
  • Developed and delivered customized presentations on products, services, and solutions.
  • Assisted in creating cost-benefit analyses for proposed solutions to prospective clients.
  • Performed software compatibility testing for diverse customer environments.
  • Identified cross-selling opportunities within existing accounts through targeted upsells.
  • Cultivated client relationships by providing ongoing support services.
  • Authored technical white papers on emerging technologies and trends.
  • Collaborated with departments including marketing, finance, and operations to enhance service delivery.

Education

Diploma in Computer Systems - Information Technology

NSW TAFE
Sydney
11-1995

High School Diploma -

Barker College
Sydney, Australia
12-1993

Skills

  • Customer success
  • Project management
  • Financial analysis
  • Customer relationship management
  • Sales forecasting
  • Strategic planning
  • Performance metrics
  • Stakeholder engagement
  • Team leadership
  • Training development
  • Problem solving
  • Cross-functional collaboration
  • Operational efficiency
  • Innovation strategy
  • Team building and motivation
  • Pipeline development
  • Collaborative leadership
  • Prospecting skills
  • Policy implementation
  • Marketing strategies and goals
  • Coaching and mentoring
  • Visionary leadership
  • Contract negotiation
  • Budget management
  • Staff development
  • Vendor relationship management
  • Contract management skills

Languages

English, Fluent

Affiliations

  • Competitive Sportsman with a strong focus on winning
  • Customer Success Leader Award, Citrix, 2022
  • Enjoy outdoor activities like mountain biking, snowboarding, surfing, and hiking

Timeline

Senior Director Customer Outcomes

ServiceNow
05.2023 - Current

APJ Customer Success Sales Director

Citrix Systems
01.2019 - 01.2022

APJ Professional Services Senior Manager

Citrix Systems
01.2015 - 01.2019

APJ Education Business and Enablement Senior Manager

Citrix Systems
01.2014 - 01.2017

Principal Consultant

Citrix Systems
01.2007 - 01.2009

Sales Engineer

Citrix Systems
01.2003 - 01.2007

Diploma in Computer Systems - Information Technology

NSW TAFE

High School Diploma -

Barker College

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Nicholas Thomas