Michael Weir Email & Phone Number

Indianapolis, In, Us

Dublin 2, Dublin, Ie

• Developed and executed a comprehensive global customer experience strategy tailored to diverse cultural preferences, regional regulations, and technological landscapes, ensuring consistency in branding and service delivery across all markets.• Led multicultural and geographically dispersed teams, fostering a collaborative and inclusive work environment through effective communication, remote management practices, and cultural sensitivity training, resulting in improved team morale and productivity.• Oversaw the implementation of multilingual support systems and content localization strategies on the website, enabling seamless communication and engagement with customers worldwide in their preferred languages, thereby enhancing user experience and satisfaction.• Utilized advanced analytics tools and methodologies to analyze customer data from diverse regions, extracting actionable insights to drive personalized marketing campaigns, product localization efforts, and targeted customer support initiatives, ultimately improving customer retention and lifetime value.• Cultivated strategic partnerships with global technology vendors, digital agencies, and localization service providers to leverage their expertise and resources in enhancing the website's capabilities, expanding market reach, and ensuring compliance with international regulations and standards.

Dublin 2, Dublin, Ie

• Established a high-performing team by recruiting, onboarding, and mentoring talented individuals with diverse skills in web development, user experience design, and customer support.• Fostered collaboration between IT, marketing, design, and customer support teams to align efforts towards enhancing the customer experience on the website, ensuring consistent messaging, branding, and user journeys across all touchpoints.• Conducted regular performance evaluations, provided constructive feedback, and identified growth opportunities for team members, empowering them to develop their skills and achieve their career goals within the organization.• Guided the team through organizational changes, technological advancements, and shifts in customer expectations, ensuring smooth transitions and proactive adaptation strategies to maintain a customer-centric approach amidst evolving trends and challenges.• Cultivated strong relationships with key stakeholders, including senior management, department heads, and external vendors, to gain buy-in for customer experience initiatives, secure necessary resources, and drive alignment towards overarching business objectives.

Dublin 2, Dublin, Ie

• Led initiatives to enhance website performance, including optimizing page load times, improving mobile responsiveness, and implementing caching strategies to enhance user experience.• Collaborated with design and development teams to implement user interface improvements, such as modernizing the design, enhancing navigation, and ensuring accessibility compliance to improve usability and customer satisfaction.• Implemented systems and processes to collect and analyze customer feedback directly from the website, utilizing tools like surveys, heatmaps, and analytics data to identify pain points and opportunities for improvement in the user experience.• Spearheaded efforts to bolster website security measures, including implementing SSL certificates, conducting security audits, and ensuring compliance with industry standards such as GDPR and CCPA, thereby enhancing trust and confidence among website users.• Integrated web technologies with other customer support channels, such as chatbots, ticketing systems, and knowledge bases, to provide seamless omnichannel support experiences, enabling customers to receive consistent and personalized assistance across various touchpoints.

Columbus, Indiana, Us

• Crafted a business intelligence strategy for 1,000+ global sales reps to increase time selling by 2 hours a week• Led integrations between systems across the company (CPQ, CDH, Oracle Eloqua, PowerBI)• Trained multiple sales teams across the globe to adopt a new way of doing business with the power of Salesforce• Scaled sales business processes for nine business verticals and horizontals for process optimization• Developed a support system to decrease cycle times 40% between deployments for enhancements and bug fixes• Managed project budgets, resources, risks, change control processes, and communications with stakeholders

Columbus, Indiana, Us

• Implemented a self-service market size and market share tool spanning multiple global regions and business units• Promoted innovative leading-edge Salesforce technology to increase collaboration between marketing and sales• Planned a one stop shop for marketing stakeholders to house their vital artifacts and articles via SharePoint• Managed business intelligence and integration consultants for project development to ensure model performance• Led in capturing, analyzing, and documenting end user requirements to meet marketing strategy timelines

Columbus, Indiana, Us

• Championed the modernization of 3,000+ corporate apps spanning multiple domains by changing data centers• Consolidated and rationalized applications into a reporting solution for portfolio owners to inventory their apps• Performed cost-benefit analysis and measured results via key performance indicators setup by finance controllers• Collaborated with finance IT on the implementation and adoption for a total cost of ownership tool (Apptio)• Developed a continuous improvement framework for people, process, tools, and data for the IT function