Michael Harkness Email & Phone Number

Tucson, Az, Us

Mountain View, California, Us

- Manage and optimize sales business operations through streamlined operating mechanisms, effective communication, and efficient processes- Identify business improvement opportunities and rally support for solutions to address-Maintain strong cross-functional relationships and lead cross-functional teams to ensure alignment and support for key business priorities

Mountain View, California, Us

- Led an outbound sales team as part of a 6-mo initiative to rapidly increase adoption of a new SaaS offering for accountants- Coached and developed team of 15 new sellers to ramp quickly, outperforming peers- Worked with leaders across the org to improve processes to move with greater speed and confidence

Mountain View, California, Us

- Led a cross-functional initiative to provide win-loss insights and recommendations to accelerate Mid-Market customer adoption and revenue growth while building the framework for a durable process to inform product ang GTM prioritization- Led a cross-functional team to gather internal and external research to transform the Sales Discovery process for improved customer experience and sales outcomes, then partnering with Sales, L&D, and Six Sigma teams to coordinate testing and implementation - Initiated a monthly video and written newsletter sharing industry trends and best practices to improve business acumen in the org and identify growth opportunities for Sales - Led a cross-functional team to modernize when and how Sales uses product demos, drawing on external and internal best practices, research on customer buying processes, and technology trends

Mountain View, California, Us

- Created a team of account managers assigned to the largest accounting firms in the US, with scope ranging from prospect and discovery to agreement fulfillment- Automated and streamlined processes to reduce fail-points and to focus sales on high-value work- Helped transform sales and support organizations to deliver a differentiated experience for elite customers within managed accounts

Mountain View, California, Us

- Led sales enablement group to enhance sales results, anticipating and addressing the needs of both internal and external customers- Built sales implementation team to ensure customer follow-through of commitments and to accelerate adoption of the QuickBooks Online platform- Cultivated an innovation-hungry mindset built on customer insights and rapid iteration- Proactively provided business insights, analysis, and strategy for leaders across the organization, while serving as a sounding-board for new ideas- Set sales quota and commission targets that challenged and stretched the organization to support our strategic priorities

Mountain View, California, Us

Managed the performance of sales channels by analyzing business driven inputs and developing programs to enable system capability and channel development- Developed and implemented comprehensive channel strategy for a growing and evolving channel sales model- Forecasted and supported programs to meet channel revenue and profitability targets based on inputs- Developed success metrics and use data analysis channel performance, refined programs that maximized sales results- Drove cross-functional initiatives by partnering with channel marketing functions to deliver channel-centric messaging, tools and processes to enable high sales productivity

Mountain View, California, Us

- Develop and implemented processes to improve business planning and cross-functional communication- Engaged with channel management, sales management, marketing, finance, and operations to facilitate sales planning and execution

Montvale, Nj, Us

- Developed financial model and business case for solar financing program- Created framework for storing and sharing market and competitive research within the organization- Conducted market research on solar competitors and companies throughout the value chain

Stockton, California, Us

- Guided supplier selection by analyzing supplier cost structure and ability to scale- Performed analysis of supply chain carbon footprint for use in marketing materials

- Conducted market research and developed a business plan to establish a division dedicated to the small hydroelectric segment

Mountain View, California, Us

- Managed an operations team with responsibilities including forecasting, capacity planning, and scheduling for an organization of more than 400 employees and $250MM in sales- Created a cross-functional, virtual team to share ideas, best practices, and resources between business units. Resulted in reduced staffing expenses and faster group response to business needs.- Conducted key business initiatives including planning for $65MM budget, business contingency, and resource allocation sessions; facilitated discussion of trade-offs, risks, and needs- Coordinated planning and execution for successful launch of three new products and a new sales channel - Oversaw relationship with two global outsource partners, including invoice validation, staff planning, and performance review- Received Top Performer awards for quarterly performance

Mountain View, California, Us

Served as team lead for analysts, providing mentoring for short- and long-term development. Guided tactical and strategic decisions using scenario modeling and analytical tools to identify and communicate risks and opportunities. - Coordination, ROI assessments, and recommendations for business strategy, staff planning, annual budgeting, new channel launches, and other projects- Provided analysis and recommendations to senior leaders critical to improving customer and employee experience during planning and at season peak for a $350MM division- Developed customer surveys to gather improvement feedback and gauge effectiveness of a contact strategy pilot and analyzed survey results to determine recommended next-steps- Completed Dale Carnegie “Leading without Authority” training- Awarded special commendation for "exceptional performance" in a time of business need

Mountain View, California, Us

Developed business and strategy recommendations by working cross-functionally and analyzing business trends, marketing plans, customer behavior, sales projections, customer and agent feedback, and other data. Performed forecasting, staff planning, project management, marketing analysis, financial analysis, and analysis for Process Excellence projects. - Research and analysis of customer needs and behavior leading to implementation of a new contact strategy; coordinated group members to implement and execute the new strategy- Contributed analysis and guidance on a Process Excellence project that yielded $300,000 in savings and a 7-point improvement in customer likelihood to recommend- Increased forecast accuracy by a factor of four within two months generating savings of up to $200,000- Developed automation tools to reduce work for other analysts

Irvine, Ca, Us

Provided leadership team with analysis and presentations vital to business decisions and process improvements.- Analysis and reporting to reduce premium shipment usage leading to annual savings over $300,000- Contribution to call documentation changes leading to improved customer experience and lower call times- Development of custom reports for Elite Support clients- Sensitivity and limitation analysis of cost vs. quality performance metrics- Creation of employee performance review tools- Formation and implementation of customer opinion surveys

Irvine, Ca, Us

Managed a diverse team of 50 employees covering 80+ hours per week. Team was twice awarded top honors for quarterly performance. Drove creation and implementation of projects, including employee recognition programs, training for new managers, a new employee performance review system, and testing for a new call center data tool.

Irvine, Ca, Us

Blended supervisory and technical roles to both develop employees and to coordinate the exchange of technical information with the engineering department.- Coached and mentored all of my agents to ensure that each earned a performance rating no less than “Meets Expectations” for every performance category- Designed and facilitated training specific to team and individual needs, leading to improved performance and a better customer experience- Created tracking and performed analysis of customer callbacks to improve both response times and customer experience for the callback process- Earned CompTIA A+ Certification and completed Dale Carnegie Training

Mba, Business

Physics

Bs, Physics, Mathematics, History