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Waqar Mirza

@waqarmirza1

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Customer Success and Professional Services executive at AnywhereNow who improved CSAT 80%+.

Canada

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At AnywhereNow, I led a 25-person global Professional Services organization and oversaw more than 100 active enterprise engagements. I held combined Professional Services and Customer Success accountability for the first 4+ years, spanning onboarding, adoption, customer health, and value realization.

I drove an 80%+ improvement in CSAT and accelerated time-to-value through standardized implementation, adoption, and value-realization practices. I also guided enterprise adoption of AnywhereNow Dialogue Studio and DeepDesk, translating AI use cases into practical delivery models and operational outcomes.

Earlier, at Spoken - An Avaya Company, I built a Professional Services framework connecting Sales, Engineering, Delivery, and Customer Success. As a consultant and project leader, I delivered enterprise SaaS and contact center transformation work for clients including Yellow Pages Group, Reliance Home Comfort, Barnes & Noble, Rogers, and FIDO.

Experience

Work history, roles, and key accomplishments

Global Head of Professional Services

AnywhereNow

Dec 2020 - Feb 2026 (5 years 2 months)

Led a 25-person global Professional Services organization, owning P&L, delivery governance, and customer outcomes. Drove 80%+ improvement in CSAT and accelerated time-to-value through standardized practices.

Professional Services Leadership P&L management Customer Success CCaaS AI Adoption ServiceNow Salesforce Contact Center Teams Executive Business Review Partner Led Delivery

Management Consultant / Professional Services Delivery Lead

Dekano Strategic Partners

Nov 2015 - Dec 2020 (5 years 1 month)

Directed enterprise SaaS and contact center transformation programs from discovery through post-go-live transition. Managed global remote project teams and delivered IVR consolidation and process engineering initiatives.

Project Management SaaS Implementation Contact Center Transformation IVR Change Management Stakeholder Management

Director of Professional Services

Spoken - An Avaya Company

May 2017 - Oct 2018 (1 year 5 months)

Built a Professional Services framework integrating Sales, Engineering, Delivery, and Customer Success. Aligned offerings with expansion goals and supported acquisition integration into Avaya.

Professional Services Cloud Services Customer Success Implementation Oversight Vendor Management Staff Development

Senior Project Manager

FAHM Partners

Mar 2015 - Nov 2015 (8 months)

Led enterprise delivery for Barnes & Noble initiatives from presentation through execution. Managed cross-functional global teams and client relationships through structured governance.

Project Management Stakeholder Management Business Analysis Governance

Senior Project Manager

Greenwich Associates

Jul 2013 - Nov 2014 (1 year 4 months)

Provided strategic planning and delivery leadership across project lifecycles. Managed cross-functional teams through contact center technology build and organizational change management.

Project Management Contact Center Technology Process Engineering Change Management

Senior Project Manager

Maritz / Bond Brand Loyalty

Oct 2010 - Jul 2013 (2 years 9 months)

Led planning, execution, budgeting, and communication for complex customer experience and loyalty technology projects. Delivered complex IVR outbound builds for Rogers and FIDO.

Project Management IVR Customer Experience Budgeting Vendor Management

Partner Program Manager

BlackBerry / Research In Motion

Oct 2009 - Oct 2010 (1 year)

Created B2B partner programs focused on marketplace, direct marketing, and channel initiatives. Developed partner-program strategy with campaign managers and business units.

Partner Program Management B2B Marketing Channel Strategy ROI Analysis