Michael Harnum

About Michael Harnum

Known as an ambitious, results-driven executive with a proven record empowering global organizations to grow and flourish. A big picture thinker and visionary who excels at marrying innovative ideas with data-driven best practices. Dedicated to contributing precise leadership while motivating employees to elevate their capabilities and realize their full potential Career Highlights: Successfully transitioned ESG from a narrow marketplace with a single service offering (inside sales for Education Services) into a broad, multi-billion-dollar Customer Success marketplace with an expanded service portfolio Efficiently doubled ESG topline revenue (10M+) and tripled annual profits within a 4-year timeline Scaled the ServiceSource Denver Sales Center from a scrappy bootstrap team of 45 employees to 700 employees effectively collaborating to manage 32 global client engagements representing $2.5B in annual sales revenue Exceeded profitability metric by 50% at ServiceSource, delivering over $100M per year Built Qwest’s Global System Integrator Alliance program from the ground up and proceeded to drive over $200M in new annual sales revenue through the channel Professional Skill Set: Direct Report Leadership Strategic Business Plans Go-to-Market Strategy Mission | Vision | Culture Cash Flow Management Keynote Public Speaking Business Transformation Global Technology Sales Operations Product | Service Portfolio Strategy Employee Engagement | Experience Training | Coaching | Mentorship Process Driven Operational Efficiency Board of Directors Management Strategic Alliances | Partnerships Startup Development P&L Management Pricing Strategy Market Research Technology Adoption Succession Planning Customer Success

Experience

1. Chief Executive Officer

   ESG (Customer Success as a Service®️)

   Aug 2016 — Present · Denver, CO, US

   Key Accountabilities: Responsible for providing leadership to 7 direct reports while ensuring operational and fiscal efficacies Relied upon to set strategic direction, which includes defining/evolving GTM strategy based on total addressable market and competitive landscape Spearheads financial responsibilities such as setting annual/quarterly budgets, managing P & Ls for ESG and each client engagement, as well as managing cash flow and the entire balance sheet Seamlessly collaborates with the Board of Directors and investor groups Forges valued client relationships with every account, as well as with strategic business partners Key Accomplishments: Led a profitability turnaround from negative to positive EBIDTA within 2-years Attracted and hired a 100% new, world class, cross-functional leadership team Expanded value proposition to lift market relevance and enter a larger market; transformed service offerings and capabilities to align with the new market Established effective, scalable delivery operations to empower consistent growth Drove 5X revenue growth, increased profitability 240% and delivered year over year triple digit EBITDA growth Designed and opened a new Customer Success Center in Denver, CO

Education

• Princeton University

  BA, History, Varsity Basketball (4 years)

  1984 — 1988

Skills

• Software as a Service (Saas)
• Business Development
• Business Alliances
• Negotiation
• Marketing Management
• Direct Sales
• Customer Relations
• Outsourcing
• Customer Experience
• Contract Negotiation
• Strategy
• Account Management
• Go-to-Market Strategy
• Product Marketing
• Strategic Partnerships
• Leadership
• Saas
• Strategic Planning
• P&L Management
• Forecasting
• Salesforce.com
• Sales Operations
• Customer Service
• Managed Services
• Telecommunications
• Product Management
• Sales Management
• Cloud Computing
• Sales
• Sales Support
• New Business Development
• Solution Selling
• Sales Process
• Business Strategy
• Outsourcing Management