In this episode of Empowered Selling, I sit down with Niamh McArdle, Head of SMB at Salesforce Ireland, to trace a career journey that runs from a Dublin department store shop floor to leading one of the most dynamic SMB businesses in tech.

Niamh shares how a “rite of passage” retail job became an accidental masterclass in sales culture and customer experience, why her chaotic early days in a fast-growing Irish SMB still shape how she sells to and supports SMBs today, and what six years at IBM (including winning the prestigious Best of IBM award) taught her about brand, sponsorship, and stepping into leadership before you feel “ready”.

Niamh and I also dig into:

• How SMBs can punch above their weight by using AI and agents to operate like an enterprise—without enterprise headcount
  
  
  
  


• A real customer story of deploying an agent to deflect repetitive service queries and free humans for higher-value work
  
  
  
  


• The leadership shift from “let my work speak for itself” to intentionally building your brand and network
  
  
  
  


• Why resilience is now a core sales skill—and how Niamh hires for it (including from high-performance sport)
  
  
  
  


• How to build a genuine coaching culture where feedback is frequent, safe, and expected
  
  

Niamh leaves listeners with two powerful challenges: start acting for the role you want long before the title arrives, and get intentional about how you’ll use the time AI gives you back—to double down on the deeply human skills that truly differentiate great sellers and leaders.