Liam Mcdwyer Email & Phone Number

County Galway, Ireland

Menlo Park, Ca, Us

Customer Success - WW Strategy owner.- Customer Success Business Architect - definition and enablement of enterprise and scale CSM role, coverage model, playbook, tools, AI roadmap and metrics.- CSM Programs: adopt, expand, renew, direct and thru partner.- Onboarding: WW strategy and field leader.AI Professional Services - EMEA Field Leader - Architecture and Implementation.- AI offer definition, solution architecture, project implementation.- Community and Customer exec sponsor.- Measures: bookings, revenue, utilisation, margin.Genesys Ireland DEI Executive Sponsor.

Menlo Park, Ca, Us

Scale Customer Success – WW Strategy and Field Leader- Design and build out of a global scale customer success process, organisation, and tools.- Implementing AI powered, personalised customer success at scale.- Measures: gross and net renewal rate, net revenue retention, adoption, expand pipeline, customer experience.

Menlo Park, Ca, Us

Leading global Professional Services, Customer Success, and Support for the Genesys Digital Customer Experience business - Agent, VoiceBots, Chatbots, Knowledge, AI.- Acquisition integration - incubation and mainstreaming of post sale organisation and process for Digital, AI business unit. - WW Customer Success strategy for Digital and AI stack – Agent, Bots, CoPilot, Knowledge, AI.- WW field leader Professional Services, Customer Success, and Product Support.

Menlo Park, Ca, Us

Strategic operations Leader optimising and transforming business models, to create a new Digital and AI business unit – Genesys Digital.- M&A integration, building AI focused scalable, unified business processes, and organisation.- Driving growth, business development and execution across the Digital and AI portfolio.- Sales and Partner enablement.- Providing field feedback to Product Marketing and Engineering teams on roadmap, and priority.

Redmond, Washington, Us

Responsible for recruiting, scaling and leading a team of Senior Business Applications Customer Success Managers (CSM's) in 12 countries.- Working with the top Enterprise Cloud customers in EMEA on CRM, ERP, Customer Experience, Operations and Power Platform (low code, no code, virtual agent, AI Builder, RPA) workloads.- Co-creating with corporate - Customer Success and Experience strategy, assets and playbook.- Building a channel based CS program - program design, incentive, partner enablement and EMEA partner roadshows.Area Geo Leadership:- Setting a unified framework and priority across Western Europe. - Build cross segment programs with Account, Sales, and Partner teams to drive cloud consumption. - Accountable for consolidated area business performance and operational excellence.- Working with countries on scorecard attainment (adoption, retention, expansion). - Recruit, coach and mentor CSM Managers, and grow Talent, Leaders and Communities.- Influence corporate strategy teams on CS program design and IP. - Demonstrate active and visible leadership with the stakeholders that own the key CS performance metrics in the countries.- Challenging and guiding senior customer stakeholders on their Digital Transformation journey, as Exec customer sponsor.Operational Excellence:- Use data to optimize CSM coverage model - accelerating adoption, securing renewals and maintaining a high level of customer experience. - Leverage local and Corporate HQ Scrum processes to remove blockers to customer projects, Go lives, or renewals. - Run the monthly/quarterly business rhythm, collecting performance data from the team and reporting out to local and Corporate HQ leadership - Drive high levels of data hygiene. Ensure timely/high quality data entry by CSMs to enable accurate reporting to Field & Corp leadership.

Redmond, Washington, Us

Working with our top Financial Services Dynamics 365 SaaS CRM customers in Europe, Middle East and Africa to accelerate realisation of Business value from their Microsoft Dynamics 365 cloud investment, through higher usage, solution adoption and deep engagement with their Business Decision Makers- C level engagement- Business Value Engineering- Adoption Best Practice- Transformation and Change Management- Technology Roadmap- Driving adoption, renewal, up-sell and cross sell

Redmond, Washington, Us

Area Business Lead for Dynamics CRM SaaS solutions across 12 countries.- Business & Monetization - Revenue, Pipeline, Leadgen, Scorecard- Quota and KPI owner - Cloud Seats, Revenue, Transformation Indicators- GTM Planning & Launch- Campaign Design, Landing, Execution in 12 countries- Customer Journey Mapping & Marketing Automation Nurture Streams- SEO, SEM- Channel Readiness & Enablement- To & Thru Partner Marketing- Sales Enablement - Internal & External Readiness - Market Intelligence & Compete- Product Advocacy, Positioning, Messaging & Storytelling- Top deal support

Building a Team, Go To Market, and Product for the Higher Education sector.- Full cycle strategy and P&L ownership thru R&D, Sales, Professional Services, and Support.- Building an industry value prop, accelerator, and go to market for Higher Education sector. - Enterprise Sales: RFP, Nurture, Deal Shaping, Bid Management.- Quota and KPI owner: License, Services, Capacity, Utilisation.- CRM Practice development & Leadership: P&L, Recruit, Capacity, HR, Delivery, Growth- Business Development: Marketing, Leadgen, Opportunity & Pipeline, Vertical strategy- High value consulting - CRM \ Line of Business transformation with Exec stakeholders- CRM Solution \​ Business Process design and project implementation- Change management- Technical partner management

Leading Microsoft solutions architecture, development and internal IT.- Leading Architecture, R&D, Dev Ops, and IT Services teams- Design and productization of a Higher Education solution built on Dynamics - student recruitment, marketing, online applications, intake, student support and alumni services.- Defined SDLC and led Agile implementation- Owner Technology Strategy & Professional Services Roadmap- Microsoft Dynamics CRM solution design and integration architecture- ISV partnering and implementation - ClickDimensions, ADX Studio Portals- Senior Technical Presales- Business Excellence \ Process Improvement

Galway, Ie

Member of the ICT Leadership Team at one of Ireland's leading universities - driving the cloud agenda- Microsoft Dynamics CRM SaaS implementation- Office 365 and ADFS implementation- Unit4 Agresso implementation and upgrade- Blackboard VLE SaaS migration- Ellucian Campus IT (Student ERP) solution owner - multiple projects - backend and cloud online services- Blackbaud Raiser's Edge upgrade- Scientia Syllabus Plus upgrade- Oracle enterprise stack architecture and upgrade- Service Transition and Delivery - ITIL Service Catalogue- Identity Management and provisioning- Funding and Business Case Development

Galway, Ie

- Teaching Cloud, Business Applications and Enterprise Architecture to Executive MBA students.

Galway, Co. Galway, Ie

- Sales Lead for major account- Quota owner - Revenue, Net New Business- Account planning, - business development, forecast, pipeline, opportunity management- Customer relationship & satisfaction- New Product Development- Prototype delivery- Compliance

Galway , Galway , Ie

CRM, ERP, and Transformation Consulting engagements with senior stakeholders in multiple global organisations.- ERP \​ CRM Value Engineering, RFP, Spec and Select- ERP \​ CRM implementation Project Management- Business process mapping, requirements and gap analysis, challenging best practice- Consulting Services Pipeline and Utilisation- Transformation and Change Management- Data Governance, Compliance and Security- Enterprise Architecture- Requirements specification \ Business Analysis- Lean Operations\ Value stream mapping \ Process Mapping

Austin, Texas, Us

Member of the site Leadership Team for Siebel's Ireland operation.- Application Development- leading multi geo team of architects and devs- Global launch of Siebel 7 - first web client enterprise CRM solution- Building and scaling engineering organisation- Leading Engineering Services and DevOps team- Managing strategic site wide engineering projects- Internationalisation \ Localisation- International Release Management- Software QA

Ca

Technology Transfer and Product Launch to EMEA markets- Unified Comms EMEA Product Management- Project Management- New Product Introduction- Manufacturing Tech Transfer: US to Ireland- Market and Competitive Analysis- Channel Development and Readiness- Partner and Customer Early Adoptor Programs

San Diego, Ca, Us

- Technology transfer from US to Ireland- Selection, install and commission of high volume SMT assembly line- Tool design and development- CAD\​CAM programming- Owner - quality and yield, Kaizen process improvement- Sub contractor audit, appointment and management

Tokyo, Jp

- Managed technology transfer of SIMM\​DIMM manufacture from Japan to Ireland- Capacity analysis and Production planning - hi volume SMT electronic manufacture- Supply chain management- Implementation of JIT \​ Lean

Msc, Operations And Quality Management

Dip, Applied Project Management

Be, Engineering And Information Systems