AMA: Intercom Director, Sales Operations, Won Choi on Scaling a Revenue Ops Team

November 17 @ 10:00AM PT

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How would you recommend dividing workload in the short-term if your revenue operations team has only one or two people responsible for covering multiple products with complex features, so as best to support long-term growth and expansion of the team?

Won Choi•

Klaviyo Senior Director Sales Operations • 3y

When there are only one or two team members, I would have the team focus on mission-critical projects only. The three main areas would be 1: Sales process & forecasti...

6099 Views

4 requests

What is an important KPI that you see revenue operations teams completely missing?

Won Choi•

Klaviyo Senior Director Sales Operations • 3y

Most of the time, you can find rev ops teams being the busiest teams. There is usually no downtime as in sales; there is a quarterly cycle, and planning happens every six...

4794 Views

2 requests

What's your framework to prioritizing needs/deliverables when you're the first revenue operations manager at a company establishing the function?

Won Choi•

Klaviyo Senior Director Sales Operations • 3y

I view projects and priorities as "Big Rocks" and "Small Projects." The big rocks are foundational work streams for the business and will help drive the business forward....

8628 Views

3 requests

What does your revenue operations team org structure look like?

Won Choi•

Klaviyo Senior Director Sales Operations • 3y

The sales ops team is organized by a "Global" team and a "Regional" team. We have three global teams: 1. sales strategy & planning, 2. sales analytics & insights,...

7141 Views

3 requests

What do the best revenue operations candidates have in common, as a hiring manager?

Won Choi•

Klaviyo Senior Director Sales Operations • 3y

Common traits are resilience, collaboration, and the ability to communicate effectively. I am sure these can apply to other roles as well. Also, I see all these as learna...

5028 Views

2 requests